About Company
Aug 11, 2024 - Harvey is hiring a remote User Operations Specialist. 📍Location: UK.
Why Join Harvey
Harvey is a secure AI platform dedicated to boosting productivity and automating complex workflows for professionals in law, tax, and finance. Our advanced algorithms are powered by reasoning-adept LLMs, tailored by our expert team of lawyers, engineers, and research scientists. Having achieved a strong product market fit, we are rapidly expanding our team. Here’s why you should consider joining Harvey:
Exceptional product market fit: We have established partnerships with leading law firms and professional service providers worldwide, including and .
Strategic investors: We have raised over from top investors such as Google Ventures, Sequoia, Kleiner Perkins, and the OpenAI Startup Fund.
World-class team: Join our team comprising leading technical and non-technical talent from prestigious organizations like DeepMind, Google Brain, Stripe, FAIR, Tesla Autopilot, Superhuman, and Glean. Check out our talent pool on .
Partnerships: Work closely with OpenAI to develop the future of generative AI and redefine professional services.
Performance: We've grown our ARR from $0 to $20M in just 12 months.
Value: Enjoy top market cash and equity compensation.
Role Overview
As a User Operations Specialist, you will be a vital member of the User Operations team, reporting directly to the Head of User Operations. Your primary responsibility involves providing empathetic and efficient support to our customers. We are looking for a problem-solver who excels at managing multiple priorities and enjoys working with enterprise customers to ensure a seamless support experience.
Key Responsibilities
Serve as the first point of contact for customer support inquiries, delivering empathetic, accurate, and timely resolutions.
Handle multiple competing priorities and tasks, maintaining a high level of service and responsiveness.
Collaborate with team members to troubleshoot complex issues, escalating when necessary.
Maintain a deep understanding of our products and services to provide knowledgeable support.
Document customer interactions and feedback to help improve our services continuously.
Work closely with other departments to resolve customer issues and enhance the overall customer experience.
Stay updated on new product features and updates to provide accurate support.
Contribute to developing and refining support processes and materials, such as FAQs and knowledge base articles.
Qualifications
2+ years of 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 understandably.
Understanding of APIs, with the ability to explain complex API concepts to both technical and non-technical customers.
Familiarity with customer support