Technical User Operations Specialist (AI)

TL;DR

Technical User Operations Specialist (AI): Provide empathetic and efficient frontline support for AI-driven products, focusing on resolving technical and product-related issues for enterprise customers. With an accent on managing multiple priorities and collaborating cross-functionally, focus on delivering a seamless support experience and continuous process improvement.

Location: London, United Kingdom with a structured hybrid work arrangement (3 days in office, 2 days remote)

Company

Harvey is a fast-scaling AI-driven product company transforming legal and professional services with an enterprise-grade platform and deep domain expertise.

What you will do

• Serve as the first point of contact for customer support inquiries, delivering empathetic, accurate, and timely resolutions across technical and product issues including AI output quality, app access, APIs, authentication, and error logs.
• Manage multiple competing priorities while maintaining responsiveness and accountability during assigned support shifts.
• Collaborate with teammates and cross-functional partners to troubleshoot complex issues and escalate when appropriate.
• Maintain deep, up-to-date knowledge of products, features, and services to provide informed support.
• Document customer interactions and feedback to support continuous improvement of products and support materials.
• Own tasks independently while contributing to team workflows and support process refinement.

Requirements

• Location: Based in London, United Kingdom
• 3+ years of experience in fast-paced technical support roles delivering premium support for AI-driven products.
• Exceptional empathy and communication skills to explain complex technical concepts to diverse audiences.
• Strong problem-solving and critical-thinking abilities with creativity in diagnosing and resolving issues.
• Solid understanding of APIs and proficiency with customer support tools and CRM systems.
• Collaborative team player with a passion for learning and continuous improvement.

Culture & Benefits

• Structured hybrid working arrangement: 3 days in office, 2 days remote.
• Comprehensive 4-week onboarding and training program.
• Professional development stipend for continued learning and growth.
• Opportunities to work on cross-functional projects impacting user operations company-wide.
• Supportive team culture focused on decisiveness, simplicity, and continuous improvement.