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.