User Operations Specialist

📋 Description

• Act as first contact for non-technical inquiries with timely, empathetic responses.
• Exercise sound judgment on routing; know when to resolve or escalate.
• Own your queue; manage ticket volume against SLA targets.
• Apply consistent ticket tagging and categorization for reporting.
• Maintain knowledge of Harvey's core product to guide users.
• Follow playbooks and macros; flag gaps for improvement.

🎯 Requirements

• 2 years of professional SaaS customer support experience.
• Experience with Zendesk, Salesforce, and AI tools (ChatGPT, Claude, Gemini).
• Strong written communication skills.
• Comfortable in fast-paced, high-growth environments.
• High process consistency and ticket hygiene.
• Growth mindset and eagerness to learn technical concepts.

🎁 Benefits

• Structured hybrid: 3 days in Sydney office, 2 days from home.
• Health coverage: private hospital insurance and extras.
• Family & Fertility Support via Carrot.
• Paid leave: annual, sick, and parental leave.
• Remote work allowance for home office expenses.
• Harvey Holiday: four-week sabbatical after four years.