About the job
Join Harvey: Pioneering the Future of Professional Services
At Harvey, we are revolutionizing the landscape of legal and professional services through comprehensive transformation. Our innovative approach integrates cutting-edge agentic AI, a robust enterprise platform, and extensive domain expertise, fundamentally changing how critical knowledge work is executed for generations to come.
This is a unique opportunity to contribute to a generational company at a pivotal moment in its journey. With over 1,000 clients in more than 58 countries, a strong product-market fit, and exceptional investor support, we are rapidly expanding and creating a new category in real time. Our ambitions are high, and the potential for personal, professional, and financial growth is unparalleled.
Our team is composed of sharp, driven individuals who are deeply committed to our mission. We operate with agility and intensity while taking genuine ownership of the challenges we face—ranging from initial concept discussions to long-term impact. We maintain close relationships with our customers, collaborating across roles to address real issues with urgency and care. If you excel in ambiguous environments, strive for excellence, and wish to shape the future of work alongside a team that elevates standards, we welcome you to join us in building something extraordinary.
At Harvey, we are writing the future of professional services today, and we're just getting started.
Your Role: User Operations Specialist
As a User Operations Specialist, you will be the frontline support within the User Operations team, reporting directly to the User Operations Manager for the APAC region. Based in our vibrant Sydney office, you will work on a hybrid schedule (3 days in-office, 2 days remote) during business hours to bolster our 24/7 global operations. This is an exciting opportunity to be part of our founding Sydney team, contributing to the establishment of our local office culture.
Your role is vital in delivering compassionate and efficient support to our clients. We are looking for an individual who thrives on problem-solving, excels in managing multiple priorities, and is passionate about working with prestigious clients to create a seamless support experience.
This position is not just about providing exceptional support; it serves as a launchpad into broader operations at Harvey. Specialists will gain exposure to our Product, Engineering, and Customer Success teams, with opportunities to advance into technical, operational, or customer-facing career paths.
Key Responsibilities
Act as the primary point of contact for client support inquiries, providing empathetic, accurate, and timely resolutions.
Troubleshoot various issues, including app login difficulties, feature requests, REST APIs, error logs, and authentication/token complications.
Collaborate with cross-functional teams to enhance the client experience and streamline operations.
Document and track support requests, ensuring ongoing improvements to our support processes.

