APAC User Ops Specialist at Harvey

Sydney, New South Wales, Australia

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Legal Tech, AI, Professional ServicesIndustries

Requirements

2+ years proven experience in a client/customer support role, ideally for a technical SaaS product or B2B technology company providing premium support to large and mid-market clients
Exceptional empathy and a genuine desire to help and connect with clients
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
Verbal and written proficiency in Korean or Japanese is a plus, given our diverse customer base
Understanding of APIs, and ability to explain complex technical concepts to both technical and non-technical clients
Familiarity with client support tools and CRM systems; experience with Freshdesk 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
Must have valid Australian work rights

Responsibilities

Serve as the first point of contact for client 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 client interactions and feedback to aid in continuous improvement of our services
Work closely with other departments to resolve client issues and contribute to the overall client 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

Skills

Key technologies and capabilities for this role

Customer SupportProblem SolvingMultitaskingClient RelationsEmpathetic Communication

Questions & Answers

Common questions about this position

What is the work arrangement and location for this role?

The role is based in the Sydney office with a hybrid schedule of 3 days in office and 2 days remote, during business hours to support global operations.

What is the salary for this position?

This information is not specified in the job description.

What experience and skills are required for this role?

Candidates need 2+ years of proven experience in client/customer support, ideally for technical SaaS or B2B tech companies serving large clients, along with exceptional empathy, strong problem-solving skills, and the ability to handle multiple priorities.

What is the company culture like at Harvey?

Harvey offers an exciting opportunity to join the founding Sydney team to help establish local office culture, within a world-class team from top companies like DeepMind and Google Brain, focused on scaling quickly with prestigious partnerships.

What makes a strong candidate for this User Ops Specialist role?

A strong candidate has 2+ years in client support for technical SaaS or B2B tech, loves problem-solving, juggles multiple priorities, shows exceptional empathy, and is passionate about delivering seamless support to prestigious clients.

Harvey

Custom AI solutions for law firms

About Harvey

Harvey.ai builds custom Large Language Models (LLMs) specifically designed for top law firms to help them tackle complex legal challenges. These AI models are tailored to various legal practice areas and jurisdictions, allowing firms to enhance their efficiency and accuracy in legal work. Harvey.ai's technology includes an AI chatbot developed in collaboration with Allen & Overy, which demonstrates how their solutions can streamline operations and reduce manual workloads. The company operates on a business model that combines customization fees for developing these models with ongoing subscription fees for support and updates. Unlike many competitors, Harvey.ai focuses exclusively on the legal sector, ensuring that their products meet the unique needs of elite law firms. The goal of Harvey.ai is to transform the legal industry by providing advanced AI tools that improve decision-making and operational efficiency while maintaining high standards of data security.

San Francisco, CaliforniaHeadquarters

2022Year Founded

$200.4MTotal Funding

SERIES_CCompany Stage

Cybersecurity, LegalIndustries

201-500Employees

Risks

Over-reliance on partnerships could lead to strategic vulnerabilities if they dissolve.

LexLegis.ai's global expansion poses a competitive threat in legal research.

Rapid AI innovation and crowded CLM market may challenge Harvey's growth.

Differentiation

Harvey offers custom LLMs tailored for elite law firms' complex legal challenges.

The company provides a unified interface for legal workflows, enhancing efficiency.

Harvey's BigLaw Bench evaluates AI accuracy in legal tasks, setting industry standards.

Upsides

Partnership with Icertis enhances contract analysis and risk assessment capabilities.

Expansion into Japan with Mori Hamada Matsumoto opens new revenue streams.

Revamped GenAI Assistant improves user experience and output quality for legal professionals.

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