Support Operations Manager, User Operations

Harvey • San Francisco, CA

1d • $174,000 - $236,000

About The Position

Harvey is looking for a Support Operations Manager to build and scale the systems, processes, and cross-functional partnerships that power world-class support.

Reporting to the Head of User Operations, this role sits at the intersection of Support, Product, Engineering, and Go-to-Market. You will own high-impact operational initiatives that improve support quality, drive efficiency, and ensure we are proactively enabling our customers as we scale.

This is a strategic and execution-oriented role focused on designing the infrastructure behind support: workflows, tooling, reporting, escalations, feedback loops, and cross-functional alignment. You’ll directly manage and grow a team of support operations specialists, while also rolling up your sleeves to drive initiatives forward. You’ll identify gaps before they become problems, bring structure to ambiguity, and help turn reactive support into a proactive, scalable advantage for the business.

This role is ideal for someone who thrives in high-growth environments, enjoys solving complex operational challenges, and is ready to build and lead a team while maintaining a strong individual contribution.
Harvey is scaling rapidly. As our customer base grows the complexity of support increases.
The Support Operations Manager ensures we are not simply reacting to growth, but proactively building the infrastructure that allows User Operations to scale with excellence, precision, and consistency.
This role is foundational to transforming Support from a reactive function into a strategic advantage for the business.

Requirements

• 5+ years of experience in Support or Customer Experience Operations servicing B2B Enterprise to SMB accounts.
• Proven experience leading cross-functional initiatives that improved operational efficiency and customer experience.
• Experience directly managing and developing a team, including hiring, setting goals, and providing coaching and feedback.
• Strong systems thinker with experience designing workflows, escalation models, and scalable support infrastructure.
• Deep familiarity with modern support tooling (e.g., Zendesk) and a track record of optimizing them for scale.
• Success using AI-driven tools to transform support outcomes, from intelligent triage and deflection to agent enablement and proactive customer experiences.
• Data fluency: comfortable defining metrics, building reports, and translating insights into action.
• Strong communication skills with the ability to influence stakeholders across Product, Engineering, and GTM teams.
• Ability to operate autonomously in ambiguous environments and turn loosely defined problems into structured solutions.
• Experience building support operations from early-stage through scale.
• Experience implementing QA frameworks or knowledge management systems.

Responsibilities

• Hire, manage, and develop a team of support operations specialists to achieve team outcomes; set clear goals, provide regular feedback, and create an environment where the team can do their best work.
• Lead high-impact, cross-functional initiatives that improve the scalability and effectiveness of User Operations, including designing and optimizing end-to-end support workflows.
• Own and evolve support tooling (e.g., Zendesk), ensuring it enables automation, reporting, and operational excellence; identify and implement opportunities to reduce manual work and improve response times.
• Define and track key support metrics (SLA, CSAT, quality, volume trends); build dashboards and reporting cadences that surface insights for leadership and drive strategic improvements.
• Partner with Voice of the Customer and Engineering to formalize feedback loops and ensure customer pain points inform roadmap decisions.
• Partner with Support Managers to improve QA frameworks, training processes, and performance management systems; reduce friction for frontline specialists through better documentation and clearer ownership.
• Contribute to hiring profiles, onboarding programs, and career pathing as the team grows.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed