User Operations Specialist

HARVEY

Sydney, NSW, Australia
Not specified; benefits: fully covered private hos...
Remote
2 years saas customer support experience
Proficiency with zendesk or salesforce
Fluency with ai tools like chatgpt
This role serves as the first point of contact for non-technical support inquiries, ensuring timely and accurate responses for both internal teams and external customers

Job Summary

  • This role serves as the first point of contact for non-technical support inquiries, ensuring timely and accurate responses for both internal teams and external customers.
  • The successful candidate will manage a high volume of tickets against SLA targets while contributing to FAQs and knowledge base articles to streamline support.
  • Harvey offers comprehensive benefits including fully covered health insurance, paid parental leave, and a four-week paid sabbatical after four years of service.

Matching Summary

This role serves as the first point of contact for non-technical support inquiries, ensuring timely and accurate responses for both internal teams and external customers.

Salary

Not specified; Benefits: Fully covered private hospital insurance plus extras; Paid Leave: Annual, sick, and parental leave included

Skills & Requirements

Must-have

  • 2 years SaaS customer support experience
  • Proficiency with Zendesk or Salesforce
  • Fluency with AI tools like ChatGPT
  • Strong written communication skills
  • Ability to manage high ticket volume

Nice-to-have

  • Experience in legal or professional services
  • Interest in technical product learning
  • Comfort with ambiguity and fast pace
  • Proactive process improvement mindset

Key Requirements

  • 2 years professional experience in SaaS customer support
  • Valid Australian work rights required
  • No visa sponsorship provided

Work Rights

Must have valid Australian work rights

Tailored Resume

Cover Letter