User Operations Team Lead, London

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 The User Operations Team Lead is a first-line leadership role designed for experienced support operators who want to scale their impact beyond individual tickets. This role balances hands-on technical support with coaching, process ownership, and team-level execution. As a Team Lead, you’ll act as a player/coach—handling complex or sensitive customer issues while also helping the team improve how support is delivered. You are a trusted escalation point, a mentor to Specialists, and a partner to the User Operations Manager in driving consistency, quality, and operational rigor. This role is ideal for someone who thrives in ambiguity, leads by example, and is motivated by making systems, people, and outcomes better—not just closing tickets. WHAT YOU’LL DO - Player: Hands-On Support & Technical Leadership - Own a reduced but meaningful support queue, meeting or exceeding ticket goals while maintaining high quality and responsiveness. - Serve as an escalation point for complex, technical, or high-risk customer issues. - Apply advanced troubleshooting skills across product workflows, integrations, and edge cases. - Identify emerging patterns in escalations and surface actionable insights to leadership. - Maintain deep product knowledge and contribute to internal documentation, playbooks, and support content. Coach: Team Development & Quality - Support onboarding and ramping of new hires through shadowing, feedback, and knowledge sharing. - Review tickets, internal requests, and QA outputs, providing clear, actionable coaching. - Mentor Specialists through regular feedback, informal 1:1s, and shared learning moments. - Model excellent judgment, prioritization, and customer communication in high-pressure situations. Process Ownership & Improvement - Lead 3–5 small projects or experiments per quarter focused on improving efficiency, quality, or customer experience. - Propose and implement workflow, tooling, or documentation improvements. - Build lightweight systems (macros, checklists, templates, SOPs) that scale best practices across the team. - Help codify tribal knowledge into repeatable processes. Metrics & Operational Awareness - Own and monitor team-level signals such as CSAT, first response time, queue health, and quality benchmarks. - Use data to help identify gaps, prioritize improvements, and inform team-level decisions. - Share insights regularly with the User Operations Manager to support broader operational planning. Cross-Functional Collaboration - Represent User Operations in cross-functional discussions with Product, Engineering, and GTM partners. - Partner closely with Product and Engineering on escalations, bug investigations, and customer-impacting issues. - Help communicate launches, incidents, and changes clearly and consistently within the team. WHAT YOU HAVE - 3-5+ years of experience in customer support or user operations, ideally in a high-growth SaaS environment. - Proven strength as a senior IC or informal team lead, with experience acting as an escalation point. - Strong technical troubleshooting ability and comfort working across multiple systems and tools. - Experience improving support workflows, documentation, or tooling—not just executing existing processes. - Ability to coach others with clarity, empathy, and high standards. - Data-informed mindset with experience using support metrics to guide decisions. - Excellent written and verbal communication skills, especially in high-stakes or ambiguous situations. - Comfort operating in environments with evolving processes and limited structure. DEPENDING ON YOUR LOCATION, AN APPLICANT PRIVACY NOTICE MAY APPLY TO YOU. YOU CAN FIND ALL OF OUR APPLICANT PRIVACY NOTICES HERE https://harveyai.notion.site/Harvey-Candidate-Privacy-Notices-319ac3fcdd7a803bb807d5094f249922?pvs=74. #LI-LM1 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