Hybrid User Operations Specialist

at Harvey

• Job title: User Operations Specialist
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: $72,000 - $98,000 per year
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, New York City, United States

About the role

• User Operations Specialist providing customer support for enterprise clients at Harvey. Responsible for resolving inquiries, managing tasks, and collaborating with teams to enhance customer experiences.

Responsibilities

• 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.

Requirements

• 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.

Benefits

• Comprehensive health, dental and vision coverage
• Retirement benefits (401k match up to 4%)
• Flexible PTO