User Operations Manager, APAC

Harvey is a secure AI platform for legal and professional services that augments productivity and automates complex workflows. Harvey uses algorithms with reasoning-adept LLMs that have been customized and developed by our expert team of lawyers, engineers and research scientists. We’ve found product market fit and are scaling our team very quickly. Some reasons to join Harvey are:

• Exceptional product market fit: We have partnered with the largest law firms and professional service providers in the world, including Paul Weiss, A&O Shearman, Ashurst, O'Melveny & Myers, PwC, KKR, and many others.
• Strategic investors: Raised over $500 million from strategic investors including Sequoia, Google Ventures, Kleiner Perkins, and OpenAI.
• World-class team: Harvey is hiring the best talent from DeepMind, Google Brain, Stripe, FAIR, Tesla Autopilot, Glean, Superhuman, Figma, and more.
• Partnerships: Our engineers and researchers work directly with OpenAI to build the future of generative AI and redefine professional services.
• Performance: 4x ARR in 2024.
• Competitive compensation.

Role Overview

Harvey is looking for a User Operations Manager to lead our Sydney team as part of our global 24/7 support operations. Based in our Sydney office with a structured hybrid schedule (3 days in office, 2 days remote), you'll be instrumental in establishing our local office culture while managing a small but high-impact team focused on delivering exceptional customer support.

Reporting directly to the Head of User Operations, you will play a crucial role in ensuring a seamless, high-quality experience for our clients. As part of our founding Sydney leadership team, you'll have the unique opportunity to shape our local operations while collaborating closely with global User Operations and cross-functional teams to drive continuous improvement.

This is an exciting opportunity for a customer-centric leader who thrives in a fast-paced environment, values professional growth, and is passionate about building high-performing support teams from the ground up.

What You’ll Do

• Lead and manage a small team of User Operations Specialists, fostering a culture of client-first problem-solving and operational excellence.
• Ensure best-in-class customer support by refining processes and optimizing support workflows.
• Drive efficiency and scalability in customer support by developing self-service resources, knowledge bases, and automation strategies.
• Monitor team performance and KPIs, ensuring alignment with company-wide goals for client satisfaction and operational effectiveness.
• Collaborate with Product, Engineering, and Go-to-Market teams to ensure smooth escalation processes and feedback loops for product improvements.
• Oversee support tooling and infrastructure, particularly leveraging Freshdesk, to enhance client interactions and streamline operations.
• Analyze support data to identify trends, improve processes, and enhance overall user experience.
• Hire, train, and develop team members, ensuring a high level of expertise and continuous learning within the team.

What You Have

• 4+ years of experience in a customer support or user operations role, with at least 2 years in a leadership capacity.
• Proven experience managing and scaling support teams in a fast-paced environment.
• Strong ability to balance strategic thinking with hands-on execution in daily support operations.
• Experience supporting enterprise and mid-market clients, with a focus on white-glove service and operational efficiency.
• Deep familiarity with Freshdesk or similar customer support platforms.
• Excellent problem-solving skills and a data-driven approach to decision-making.
• Strong communication and collaboration skills, with experience working cross-functionally across Product, Engineering, and Customer Success teams.
• Proficiency in Korean or Japanese is highly valued, enabling direct support for our diverse customer base and team coaching.
• A passion for customer experience and a drive to continuously improve support processes and outcomes.

Additional Information for Postings

• 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

• Be part of building something special as a founding member of our Sydney team
• Structured hybrid working arrangement: 3 days in our Sydney office, 2 days working from home
• Opportunities to work on cross-functional projects and initiatives that impact user operations company-wide

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 [email protected].