Harvey

2 months ago

User Operations Specialist

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 7 hours agoStatus: Live

Job Summary

Join a fast-growing SaaS company serving legal and professional services. Handle high-volume, non-technical support tickets, escalate when needed, and contribute to knowledge bases and playbooks while growing technical product understanding in a hybrid Sydney role.

Location: Sydney

Workplace: Hybrid

Employment Type: Full time

Job Function: Solutions Engineering & Sales Engineering

Key Responsibilities

•Act as the first point of contact for non-technical support inquiries, ensuring timely, empathetic, and accurate responses.
•Exercise sound judgment on ticket routing; know when to resolve independently and when to escalate to a senior support specialist.
•Own your queue: manage ticket volume against SLA targets without sacrificing response quality.
•Apply consistent, accurate ticket tagging and categorization to support team-wide reporting and trend visibility.
•Maintain a strong working knowledge of Harvey's core product features to provide clear and effective guidance.

Pay and Benefits

Perks:Health InsuranceDentalVision401kPensionRemote WorkPaid LeaveLearning BudgetHome OfficeMeal AllowanceAnnual BonusRelocationChildcarePet InsuranceWellness Stipend

Key Requirements

•2 years of professional experience in customer support at a SaaS company in the technology industry.
•Experience with customer support platforms (e.g. Zendesk, Salesforce) and working fluency with AI tools (e.g. ChatGPT, Claude, Gemini); you use them, not just know of them.
•Strong written communication skills; clear and professional, calibrated to audience.
•Comfort working in a fast-paced, high-growth environment with competing priorities and limited process documentation.
•High process consistency: follow established workflows and flag when something doesn't fit the playbook.

Experience:2+ yearsSaaSProfessional servicesLegal tech

Skills:CommunicationOrganizationDetail-orientedProblem-solvingAdaptability

Languages:English

Tech Stack:ZendeskSalesforceChatGPTClaudeGemini

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Harvey

Harvey builds domain-specific generative AI for legal and professional services, automating contract analysis, due diligence, compliance, and litigation workflows for law firms and corporate legal teams.

Industry: LegalTech

Company Size: Large (251 to 1,000 employees)

Revenue: USD 100M to 250M

Growth: Scaleup

Valuation: Unicorn (USD 1B+)

Funding: Series E+

Headquarters: San Francisco, United States

Founded: 2022

Glassdoor: 4.1

Website LinkedIn Glassdoor

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Harvey

2 months ago

User Operations Specialist

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 7 hours agoStatus: Live

Job Summary

Location: Sydney

Workplace: Hybrid

Employment Type: Full time

Job Function: Solutions Engineering & Sales Engineering

Key Responsibilities

•Act as the first point of contact for non-technical support inquiries, ensuring timely, empathetic, and accurate responses.
•Exercise sound judgment on ticket routing; know when to resolve independently and when to escalate to a senior support specialist.
•Own your queue: manage ticket volume against SLA targets without sacrificing response quality.
•Apply consistent, accurate ticket tagging and categorization to support team-wide reporting and trend visibility.
•Maintain a strong working knowledge of Harvey's core product features to provide clear and effective guidance.

Pay and Benefits

Perks:Health InsuranceDentalVision401kPensionRemote WorkPaid LeaveLearning BudgetHome OfficeMeal AllowanceAnnual BonusRelocationChildcarePet InsuranceWellness Stipend

Key Requirements

•2 years of professional experience in customer support at a SaaS company in the technology industry.
•Experience with customer support platforms (e.g. Zendesk, Salesforce) and working fluency with AI tools (e.g. ChatGPT, Claude, Gemini); you use them, not just know of them.
•Strong written communication skills; clear and professional, calibrated to audience.
•Comfort working in a fast-paced, high-growth environment with competing priorities and limited process documentation.
•High process consistency: follow established workflows and flag when something doesn't fit the playbook.

Experience:2+ yearsSaaSProfessional servicesLegal tech

Skills:CommunicationOrganizationDetail-orientedProblem-solvingAdaptability

Languages:English

Tech Stack:ZendeskSalesforceChatGPTClaudeGemini

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Harvey

Industry: LegalTech

Company Size: Large (251 to 1,000 employees)

Revenue: USD 100M to 250M

Growth: Scaleup

Valuation: Unicorn (USD 1B+)

Funding: Series E+

Headquarters: San Francisco, United States

Founded: 2022

Glassdoor: 4.1

Website LinkedIn Glassdoor