Technical User Operations Specialist, APAC - Weekends (Wed-Sun)

Job description

WHY HARVEY At Harvey, we’re transforming how legal and professional services operate. 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. We have 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 moves fast, takes ownership, and is deeply committed to the mission — operating with intensity, staying close to our customers, and pushing each other for excellence. We live by three values: Decisiveness, Simplicity, and Job's Not Finished. We act quickly on clear judgment over perfect information, we believe simplicity is what scales, and we're never satisfied with where we are. If you want to do the best work of your career alongside people who share that drive, we'd love to build with you. At Harvey, the future of professional services is being written today — and we’re just getting started. ROLE OVERVIEW As a User Operations Specialist, you will be the frontline support within the User Operations team, reporting to the User Operations Manager. Your role is crucial in providing empathetic and efficient support to our customers. We are seeking someone who loves problem-solving, is adept at handling multiple priorities, and is passionate about working with enterprise customers to ensure a seamless support experience. This role follows a standard Wednesday–Sunday schedule. WHAT YOU'LL DO - Serve as the first point of contact for customer support inquiries, delivering empathetic, accurate, and timely resolutions across a range of technical and product-related issues (including AI output quality, app access, APIs, authentication, and error logs). - Manage multiple competing priorities while maintaining a high level of responsiveness, reliability, and accountability during assigned support shifts. - Collaborate effectively with teammates and cross-functional partners to troubleshoot complex issues, escalate when appropriate, and contribute to a strong overall customer experience. - Maintain deep, up-to-date knowledge of products, features, and services to provide informed, current support. - Document customer interactions, issues, and feedback to support continuous improvement of products, processes, and support materials (e.g., FAQs and knowledge base articles). - Own tasks independently while contributing thoughtfully to team workflows and the ongoing refinement of support processes. WHAT YOU HAVE - 3+ years of proven experience in a fast-paced technical support role, delivering white-glove or premium support to large enterprise customers for AI-driven products. - Exceptional empathy and communication skills (written and verbal), with the ability to build trust, connect with customers, and clearly explain complex technical concepts to both technical and non-technical audiences. - Strong problem-solving and critical-thinking abilities, with a creative approach to diagnosing and resolving complex issues. Highly organised and adaptable, able to manage multiple tasks and competing priorities effectively. - Solid understanding of APIs, with the ability to troubleshoot and articulate API-related concepts clearly. - Proficiency with customer support tools and CRM systems. - Collaborative team player who builds positive cross-functional relationships while contributing effectively in a shared environment. - Demonstrated passion for learning and continuous improvement, with a commitment to staying current on industry trends and best practices. ADDITIONAL INFORMATION - Location: Sydney, NSW (Hybrid with flexibility) - Work eligibility: Must have valid Australian work rights; Harvey does not currently offer visa sponsorship for this role WHAT WE OFFER - Structured hybrid working arrangement: 3 days in our Sydney office, 2 days working from home - Health Coverage: Fully covered private hospital insurance, plus extras for dental, optical, physio, mental health, and more. - Family & Fertility Support: Support for fertility treatments, adoption, and surrogacy through Carrot. - Retirement & Security: Comprehensive coverage designed to support your long-term well-being. - Paid Leave: Paid annual leave, sick leave, and fully paid parental leave for all parents. - Wellness & Perks: Daily in-office lunch, wellness memberships through Wellhub, and monthly commuting support. - Professional Development: Annual support for courses, certifications, conferences, and books. - Remote Work Allowance: Monthly support for home office, internet, and phone expenses. - Harvey Holiday: After four years, enjoy a four-week paid sabbatical to rest, travel, or explore new experiences. DEPENDING ON YOUR LOCATION, AN APPLICANT PRIVACY NOTICE MAY APPLY TO YOU. YOU CAN FIND ALL OF OUR APPLICANT PRIVACY NOTICES [HERE https://www.notion.so/harveyai/Harvey-Candidate-Privacy-Policies-319ac3fcdd7a803bb807d5094f249922]. #LI-DM1 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