User Operations Team Lead, London
Harvey
WHY HARVEY
At Harvey, we’re transforming how legal and professional services operate. By combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise, we’re reshaping how critical knowledge work gets done for decades to come.
This is a rare chance to help build a generational company at a true inflection point. With 2400+ customers in 70+ countries, strong product-market fit, and world-class investor support, we’re scaling fast and defining a new category in real time. The work is ambitious, the bar is high, and the opportunity for growth — personal, professional, and financial — is unmatched.
Our team moves fast, takes ownership, and is deeply committed to the mission — operating with intensity, staying close to our customers, and pushing each other for excellence. We live by three values: Decisiveness, Simplicity, and Job's Not Finished. We act quickly on clear judgment over perfect information, we believe simplicity is what scales, and we're never satisfied with where we are. If you want to do the best work of your career alongside people who share that drive, we'd love to build with you.
At Harvey, the future of professional services is being written today — and we’re just getting started.
ROLE OVERVIEW
The User Operations Team Lead is a first-line leadership role designed for experienced support operators who want to scale their impact beyond individual tickets. This role balances hands-on technical support with coaching, process ownership, and team-level execution.
As a Team Lead, you’ll act as a player/coach—handling complex or sensitive customer issues while also helping the team improve how support is delivered. You are a trusted escalation point, a mentor to Specialists, and a partner to the User Operations Manager in driving consistency, quality, and operational rigor.
This role is ideal for someone who thrives in ambiguity, leads by example, and is motivated by making systems, people, and outcomes better—not just closing tickets.
WHAT YOU’LL DO
- Player: Hands-On Support & Technical Leadership
- Own a reduced but meaningful support queue, meeting or exceeding ticket goals while maintaining high quality and responsiveness.
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