Harvey is scaling fast and rewriting the future of professional and legal knowledge work through frontier agentic AI. As our global customer footprint expands to over 1,500 enterprise and mid-market teams worldwide, we are searching for an ambitious, high-intensity User Operations Manager to lead our support organization. In this fully remote role, you will bridge the gap between day-to-day tactical ticket resolution and high-level structural optimization. You will ensure that speed, clarity, and exceptional quality remain the hallmarks of every customer touchpoint.
The ideal candidate brings a proven record of driving accountability within distributed teams and excels at translating complex metrics into actionable process improvements. Working closely with our engineering, product, and go-to-market teams, you will establish standard operating procedures that scale effortlessly across time zones. If you are passionate about mentoring top-tier support professionals, setting elite performance bars, and working alongside a collaborative team committed to a deep, impactful mission, this is your chance to do the best work of your career.
Position Overview
- Role Title: User Operations Manager
- Employment Type: Full-time, Permanent
- Location: Remote (United States)
- Department: User Operations
- Primary Platform Stack: Freshdesk (or highly similar enterprise ticketing software)
Core Strategic Responsibilities
- Team Leadership: Direct, mentor, and coach a high-performing squad of User Operations Specialists to cultivate an internal culture of ownership, execution, and urgency.
- SLA & Performance Management: Monitor daily support queues, manage workflows, and maintain operational metrics to guarantee the swift resolution of client requests within predefined service level agreements.
- Cross-Functional Escalation: Coordinate directly with engineering and product squads to seamlessly triage technical issues, log software improvements, and champion user feedback.
- Process Engineering: Conceptualize, launch, and refine internal documentation and automated support workflows to efficiently absorb increasing global ticket volumes.
- Resource Planning: Drive strategic talent recruitment, systematic onboarding processes, and continuous training to secure round-the-clock coverage for key international accounts.
Candidate Eligibility Criteria
Applicants must hold at least 4+ years of dedicated professional experience within user operations or technical customer support ecosystems. Furthermore, you must possess a minimum of 2+ years of direct people management experience overseeing support talent in a fast-paced corporate setting. Deep operational familiarity with modern helpdesk infrastructure—specifically Freshdesk, Zendesk, or identical customer relationship suites—is mandatory for this leadership opening.
Preferred qualification criteria include a highly analytical mindset with a strong track record of using raw metrics to diagnose procedural bottlenecks and optimize support performance. Candidates who have successfully built and scaled distributed customer operations from early-stage infrastructures up to enterprise compliance standards are highly sought after. Exceptional communication skills are required to clearly communicate client issues across technical engineering units and business-oriented customer success managers.
Culture and Remote Work Environment
At Harvey, we move with extreme intensity, deliberate intent, and collective alignment. We live by a core set of values: Decisiveness, Simplicity, and Job’s Not Finished. We empower our remote staff with full ownership of their domains, giving them the flexibility to balance regional time-zone coverage with an impactful work-life harmony. You will join an inclusive, highly ambitious collective that actively encourages rapid decision-making over perfect data and rejects corporate complexity in favor of simple, scalable systems.
Building a Generational Enterprise: Why Choose Harvey?
Joining Harvey means stepping onto a fast-moving launchpad supported by elite global venture investors. We don’t just optimize traditional software workflows; we construct category-defining AI tech that solves complex knowledge problems for elite clients across 60+ countries. Our team offers a rare chance to shape an industry-wide transition while receiving world-class compensation, premium health coverage, and foundational company equity.
Our corporate benefits package is built to fully support your personal, medical, and long-term financial health. We offer top-tier health, dental, and vision coverage for you and your dependents, alongside a robust 401(k) retirement plan featuring a 4% corporate match. Additionally, employees enjoy flexible paid time off (PTO) to rest and recharge, comprehensive wellness benefits, and customized remote-work equipment stipends to set up an ergonomic home office.
The Recruitment Journey
We aim to make our hiring process direct, transparent, and respectful of your professional time. Our multi-stage interview pipeline features focused video conversations centered on your tactical management philosophy, past operational data ownership, and real-time support triage exercises. We encourage active curiosity throughout the process, providing ample opportunities for you to query our leadership team about our platform vision, long-term roadmaps, and day-to-day team dynamics.
If you are a proactive leader who thrives on turning ambiguous situations into ordered workflows and is excited to support tier-one global accounts, we want to hear from you. Take the next major step in your career by submitting your credentials through our recruitment portal today.
Quick Summary Table
| Attribute | Details |
| Company | Harvey |
| Salary Range | $144,000 – $216,000 a year + Corporate Equity Options |
| Key Requirement | 4+ years in support ops with 2+ years of team management & Freshdesk expertise |
| Location | Remote (US-Based Only) |
| Application Link | Apply on Company Site |
Explore More Opportunities
If you are eager to review additional remote opportunities across our network, browse our active database of openings. We recommend exploring our Customer Service Jobs board for specialized client-facing trajectories, or navigating to our comprehensive Project Management Jobs directory to discover structured organizational roles across leading tech ecosystems.
Harvey is an equal opportunity employer dedicated to building a diverse, inclusive workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, or protected veteran status.
