Are you ready to lead a high-performing support team at the absolute cutting edge of artificial intelligence? Harvey is looking for an execution-focused User Operations Manager to drive operational excellence and scale our global customer support organization. If you thrive in fast-paced environments and want to build a career at a true inflection point in legal tech, this remote US role is your next major move.
Job Overview
- Position: User Operations Manager, US
- Employment Type: Full-Time
- Location: Remote (United States)
- Compensation: $144,000 – $216,000 a year + Equity
- Department: User Operations
Primary Responsibilities
- Lead and coach a high-performing team of User Operations Specialists, fostering a workplace culture anchored in urgency, ownership, and continuous improvement.
- Oversee day-to-day support operations, ensuring the timely resolution of complex customer issues and strict adherence to established SLAs.
- Drive operational efficiency and long-term scalability through comprehensive process optimization, automation, and proactive resource planning.
- Partner cross-functionally with Product, Engineering, and Go-to-Market teams to seamlessly triage critical escalations and advocate for customer-impacting platform improvements.
Eligibility Criteria
To excel in this role, candidates must possess a strong foundational background in scaling support teams within highly demanding environments. The ideal professional brings a data-driven mindset and a passion for establishing structure amidst rapid business growth.
Required Qualifications:
- 4+ years of experience in customer support or user operations, proving a track record of success in modern corporate structures.
- 2+ years of direct management experience leading teams in a fast-paced, high-volume operational environment.
- Deep familiarity with Freshdesk or highly similar modern enterprise support platforms.
- Strong analytical skills with verified experience interpreting data to make informed operational decisions.
Preferred Attributes:
- Exceptional communication skills to collaborate effectively across technical and non-technical business units.
- A proven ability to drive accountability and performance through clear metrics, goals, and individualized coaching.
- An adaptive mindset that thrives on creating structure and clarity even when facing ambiguous, fast-moving scenarios.
Cultivating Category-Defining Excellence
At Harvey, we are actively transforming how legal and professional services operate across the globe. Our team moves fast, takes deep ownership, and stays incredibly close to our customers to ensure their ongoing success. By operating with intensity and pushing each other toward excellence every day, we maintain an unmatched environment for personal, professional, and financial growth.
Why Choose Harvey
Choosing a career at Harvey means positioning yourself at the forefront of the AI revolution alongside an elite, driven team. We offer an environment where your leadership directly impacts our global scale, serving over 1,500 customers across 60+ countries. Alongside competitive base pay, our employees enjoy robust financial and wellness protections designed to support long-term professional satisfaction.
Our comprehensive benefits package is built to ensure our team operates at their highest potential. Full-time team members receive generous health, dental, and vision insurance coverage for complete peace of mind. Additionally, we provide retirement benefits featuring a 401(k) match up to 4%, substantial equity plans, and flexible PTO to support a healthy work-life balance.
Cultivating an Award-Winning Culture
Our corporate culture is explicitly guided by three core values: Decisiveness, Simplicity, and Job’s Not Finished. We act quickly on clear judgment over perfect information, firmly believe that simplicity is what allows systems to scale, and remain continuously hungry for growth. This shared drive creates an ambitious, high-bar workplace where top-tier professionals can truly execute the best work of their careers.
How to Apply
If you are a proactive leader motivated by delivering best-in-class customer experiences, we encourage you to submit your application for the User Operations Manager position. This remote US role offers an incredible path to influence the support structures of a scaling, venture-backed enterprise while securing top-tier compensation and equity. Review the quick summary details below and use the verified application portal link to submit your resume directly to our hiring team today.
Quick Job Summary
| Attribute | Details |
| Company | Harvey |
| Salary | $144,000 – $216,000 / year + Equity |
| Key Requirement | 4+ years in Support/Ops with 2+ years of management experience |
| Location | Remote, United States |
| Application Link | Apply on Company Site |
Explore More Opportunities
- Discover open paths in our technical divisions via our specialized engineering careers portal.
- Learn more about our customer success initiatives by browsing our global go-to-market positions.
- Read individual employee testimonials regarding our remote work infrastructure on our team culture page.
Build the Future of Professional Services
We are entirely committed to providing reasonable accommodations to applicants during the hiring process to ensure a fair, accessible experience for all. Don’t miss the chance to help build a generational platform from the ground up. Take ownership of your career path, leverage your operational expertise, and submit your application to join our mission today.
