Why This Job is Featured on The SaaS Jobs
User Operations sits at a critical junction in SaaS, where product complexity, customer expectations, and operational rigor meet. In Harvey’s case, the work is anchored in an enterprise software context, supporting a platform positioned for professional services and operating at meaningful global customer scale. That combination tends to surface nuanced workflows, high-stakes use cases, and a steady stream of product feedback that can be translated into operational improvements.
For a SaaS career, this kind of frontline role builds durable fundamentals in customer support operations: diagnosing issues, communicating clearly across technical and non-technical audiences, and turning recurring questions into documentation and process. Exposure to APIs, CRM tooling, and cross-functional escalation paths also maps well to common SaaS progression routes, including support engineering, customer success, and operational enablement roles.
This role is best suited to professionals who like structured problem-solving and can stay methodical while managing multiple concurrent requests. It will fit someone who values close collaboration across departments and enjoys building product fluency quickly. Candidates interested in enterprise customers and in developing strong written support artifacts should find the day-to-day especially aligned.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
Why Harvey
At Harvey, we’re transforming how legal and professional services operate — not incrementally, but end-to-end. By combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise, we’re reshaping how critical knowledge work gets done for decades to come.
This is a rare chance to help build a generational company at a true inflection point. With 1000+ customers in 58+ countries, strong product-market fit, and world-class investor support, we’re scaling fast and defining a new category in real time. The work is ambitious, the bar is high, and the opportunity for growth — personal, professional, and financial — is unmatched.
Our team is sharp, motivated, and deeply committed to the mission. We move fast, operate with intensity, and take real ownership of the problems we tackle — from early thinking to long-term outcomes. We stay close to our customers — from leadership to engineers — and work together to solve real problems with urgency and care. If you thrive in ambiguity, push for excellence, and want to help shape the future of work alongside others who raise the bar, we invite you to build with us.
At Harvey, the future of professional services is being written today — and we’re just getting started.
Role Overview
As a User Operations Specialist, you will be the frontline support within the User Operations team, reporting to the Head of User Operations. Your role is crucial in providing empathetic and efficient support to our customers. We are seeking someone who loves problem-solving, is adept at handling multiple priorities, and is passionate about working with enterprise customers to ensure a seamless support experience.
What You'll Do
Serve as the first point of contact for customer support inquiries, delivering empathetic, accurate, and timely resolutions.
Juggle multiple competing priorities and tasks, ensuring a high level of service and responsiveness.
Collaborate with team members to troubleshoot complex issues, escalating them appropriately when needed.
Maintain a deep understanding of our products and services to provide knowledgeable support.
Document customer interactions and feedback to aid in continuous improvement of our services.
Work closely with other departments to resolve customer issues and contribute to the overall customer experience.
Stay informed of new product features and updates to provide accurate and current support.
Contribute to the development and refinement of support processes and materials, such as FAQs and knowledge base articles.
What You Have
2+ years proven experience in a customer support role, preferably in a high-tech or fast-paced environment providing “white glove” or “premium support” to large enterprise customers.
Exceptional empathy and a genuine desire to help and connect with customers.
Strong problem-solving skills, with the ability to think creatively and resolve complex issues.
Excellent organizational skills, capable of managing multiple tasks and priorities effectively.
Strong communication skills, both written and verbal, with the ability to convey complex information in an understandable manner.
Understanding of API's, and ability to explain complex API concepts to both technical and non-technical customers.
Familiarity with customer support tools and CRM systems; experience with Intercom is a plus.
Ability to work collaboratively in a team environment and build positive working relationships across departments.
A passion for learning and personal growth, with a commitment to staying informed about industry trends and best practices.
Compensation
$72,000- $98,000 USD
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Harvey is an equal opportunity employer and does not discriminate on the basis of race, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, or any other basis protected by law.
We are committed to providing reasonable accommodations to applicants with disabilities, and requests can be made by emailing accommodations@harvey.ai
