Why This Job is Featured on The SaaS Jobs
This Support Operations Manager role stands out in the SaaS ecosystem because it sits where product adoption, customer experience, and platform maturity meet. With an enterprise-grade AI product serving a large and geographically distributed customer base, the operational backbone behind support becomes a core scaling lever rather than a back-office function. The remit signals a company operating beyond early-stage improvisation and into repeatable systems, with support expected to inform product direction through structured feedback loops.
For a SaaS career, the role offers durable exposure to the mechanics that separate good support from scalable support: tooling strategy, workflow design, metric definition, and cross-functional operating cadence. Experience building dashboards, managing escalations, and converting customer signals into roadmap inputs transfers across B2B SaaS categories, particularly where complexity rises with enterprise usage and AI-assisted workflows. The combination of operational design and people leadership also maps well to broader CX Ops and Revenue Operations pathways.
This role fits operators who prefer turning ambiguity into process, and who enjoy influencing Product, Engineering, and GTM without owning a single function end to end. It is well suited to candidates ready to lead a specialist team while remaining hands-on with systems and analytics, especially in remote-friendly environments that reward clear documentation and disciplined execution.
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 60+ 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
Harvey is looking for a Support Operations Manager to build and scale the systems, processes, and cross-functional partnerships that power world-class support.
Reporting to the Head of User Operations, this role sits at the intersection of Support, Product, Engineering, and Go-to-Market. You will own high-impact operational initiatives that improve support quality, drive efficiency, and ensure we are proactively enabling our customers as we scale.
This is a strategic and execution-oriented role focused on designing the infrastructure behind support: workflows, tooling, reporting, escalations, feedback loops, and cross-functional alignment. You’ll directly manage and grow a team of support operations specialists, while also rolling up your sleeves to drive initiatives forward. You’ll identify gaps before they become problems, bring structure to ambiguity, and help turn reactive support into a proactive, scalable advantage for the business.
This role is ideal for someone who thrives in high-growth environments, enjoys solving complex operational challenges, and is ready to build and lead a team while maintaining a strong individual contribution.
Why it Matters
Harvey is scaling rapidly. As our customer base grows the complexity of support increases.
The Support Operations Manager ensures we are not simply reacting to growth, but proactively building the infrastructure that allows User Operations to scale with excellence, precision, and consistency.
This role is foundational to transforming Support from a reactive function into a strategic advantage for the business.
What You'll Do
Hire, manage, and develop a team of support operations specialists to achieve team outcomes; set clear goals, provide regular feedback, and create an environment where the team can do their best work.
Lead high-impact, cross-functional initiatives that improve the scalability and effectiveness of User Operations, including designing and optimizing end-to-end support workflows.
Own and evolve support tooling (e.g., Zendesk), ensuring it enables automation, reporting, and operational excellence; identify and implement opportunities to reduce manual work and improve response times.
Define and track key support metrics (SLA, CSAT, quality, volume trends); build dashboards and reporting cadences that surface insights for leadership and drive strategic improvements.
Partner with Voice of the Customer and Engineering to formalize feedback loops and ensure customer pain points inform roadmap decisions.
Partner with Support Managers to improve QA frameworks, training processes, and performance management systems; reduce friction for frontline specialists through better documentation and clearer ownership.
Contribute to hiring profiles, onboarding programs, and career pathing as the team grows.
What You Have
5+ years of experience in Support or Customer Experience Operations servicing B2B Enterprise to SMB accounts.
Proven experience leading cross-functional initiatives that improved operational efficiency and customer experience.
Experience directly managing and developing a team, including hiring, setting goals, and providing coaching and feedback.
Strong systems thinker with experience designing workflows, escalation models, and scalable support infrastructure.
Deep familiarity with modern support tooling (e.g., Zendesk) and a track record of optimizing them for scale.
Success using AI-driven tools to transform support outcomes, from intelligent triage and deflection to agent enablement and proactive customer experiences.
Data fluency: comfortable defining metrics, building reports, and translating insights into action.
Strong communication skills with the ability to influence stakeholders across Product, Engineering, and GTM teams.
Ability to operate autonomously in ambiguous environments and turn loosely defined problems into structured solutions.
Experience building support operations from early-stage through scale.
Experience implementing QA frameworks or knowledge management systems.
Compensation
$174,000 - $236,000 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
