Senior Product Manager - Notebooks
•Datadog· 3d
📦 Product⏰ Full-time🎯 Lead / Principal💰 $187k-240k🇺🇸 New York, USA
3d ago
Harvey·7 months ago
At Harvey, we’re transforming how legal and professional services operate — not incrementally, but end-to-end. 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 1000+ customers in 58+ 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 is sharp, motivated, and deeply committed to the mission. We move fast, operate with intensity, and take real ownership of the problems we tackle — from early thinking to long-term outcomes. We stay close to our customers — from leadership to engineers — and work together to solve real problems with urgency and care. If you thrive in ambiguity, push for excellence, and want to help shape the future of work alongside others who raise the bar, we invite you to build with us.
At Harvey, the future of professional services is being written today — and we’re just getting started.
As a User Operations Specialist, you will be the frontline support within the User Operations team, reporting to the APAC region User Operations Manager. Based in our Sydney office, you'll work a hybrid schedule (3 days in office, 2 days remote) during business hours to support our 24/7 global operations. This is an exciting opportunity to be part of our founding Sydney team, helping establish our local office culture.
Your role is crucial in providing empathetic and efficient support to our clients. We are seeking someone who loves problem-solving, is adept at handling multiple priorities, and is passionate about working with prestigious clients to ensure a seamless support experience.
This role is designed not only to provide world-class support but also as a launchpad into Harvey’s broader operations. Specialists gain exposure to Product, Engineering, and Customer Success teams, with opportunities to expand into technical, operational, or customer-facing career paths.
Serve as the first point of contact for client support inquiries, delivering empathetic, accurate, and timely resolutions.
Troubleshoot issues including app login, feature requests, REST APIs, error logs, and authentication/token issues.
Juggle multiple competing priorities and tasks, ensuring a high level of service and responsiveness.
Collaborate with team members to troubleshoot complex issues, escalating them appropriately when needed.
Maintain a deep understanding of our products and services to provide knowledgeable support.
Document client interactions and feedback to aid in continuous improvement of our services.
Work closely with other departments to resolve client issues and contribute to the overall client experience.
Stay informed of new product features and updates to provide accurate and current support.
Contribute to the development and refinement of support processes and materials, such as FAQs and knowledge base articles.
You’ll operate in a highly collaborative, fast-paced support environment using a modern toolset, including:
Freshdesk for customer ticketing and queue management
Linear for bug reporting and product collaboration
GitHub for monitoring release notes and product updates
Sentry, Datadog, and Auth0 for error monitoring, logging, and authentication troubleshooting
Slack and Notion for team communication, collaboration, documentation, knowledge sharing, and process updates
2+ years proven experience in a client/customer support role, ideally for a technical SaaS product or B2B technology company providing premium support to large and mid-market clients.
Exceptional empathy and a genuine desire to help and connect with clients.
Strong problem-solving skills, with the ability to think creatively and resolve complex issues.
Excellent organizational skills, capable of managing multiple tasks and priorities effectively.
Strong communication skills, both written and verbal, with the ability to convey complex information in an understandable manner.
Verbal and written proficiency in Korean or Japanese is a plus, given our diverse customer base.
Understanding of APIs, and ability to explain complex technical concepts to both technical and non-technical clients.
Familiarity with client support tools and CRM systems; experience with Freshdesk is a plus.
Ability to work collaboratively in a team environment and build positive working relationships across departments.
A passion for learning and personal growth, with a commitment to staying informed about industry trends and best practices.
Participate in an occasional weekend on‑call rotation during regular business hours to support critical customer and internal needs.
A comprehensive 4-week onboarding and training program designed to set you up for success from day one.
Structured hybrid working arrangement: 3 days in our Sydney office, 2 days working from home
Health Coverage: Fully covered private hospital insurance, plus extras for dental, optical, physio, mental health, and more.
Family & Fertility Support: Support for fertility treatments, adoption, and surrogacy through Carrot.
Retirement & Security: Comprehensive coverage designed to support your long-term well-being.
Paid Leave: Paid annual leave, sick leave, and fully paid parental leave for all parents.
Wellness & Perks: Daily in-office lunch, wellness memberships through Wellhub, and monthly commuting support.
Professional Development: Annual support for courses, certifications, conferences, and books.
Remote Work Allowance: Monthly support for home office, internet, and phone expenses.
Harvey Holiday: After four years, enjoy a four-week paid sabbatical to rest, travel, or explore new experiences.
Location: Sydney, NSW (Hybrid with flexibility)
Work eligibility: Must have valid Australian work rights; Harvey does not currently offer visa sponsorship for this role
#LI-DD1
Harvey is an equal opportunity employer and does not discriminate on the basis of race, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, or any other basis protected by law.
We are committed to providing reasonable accommodations to applicants with disabilities, and requests can be made by emailing [email protected]