User Operations Specialist

About Our Client

Our client is 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, the organization is 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, the organization is 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.

The team is sharp, motivated, and deeply committed to the mission. The team moves fast, operates with intensity, and takes real ownership of the problems tackled — from early thinking to long-term outcomes. The team stays close to customers — from leadership to engineers — and works 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, the organization invites you to build with them.

At the organization, the future of professional services is being written today — and the team is just getting started.

About The Role

As a User Operations Specialist, the individual will be the frontline support within the User Operations team, reporting to the Head of User Operations. This role is crucial in providing empathetic and efficient support to customers. The organization is seeking someone who loves problem-solving, is adept at handling multiple priorities, and is passionate about working with enterprise customers to ensure a seamless support experience.

What You'll Do

• Serve as the first point of contact for customer support inquiries, delivering empathetic, accurate, and timely resolutions.
• 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 the organization's products and services to provide knowledgeable support.
• Document customer interactions and feedback to aid in continuous improvement of services.
• Work closely with other departments to resolve customer issues and contribute to the overall customer 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.

What You Have

• 2+ years proven experience in a customer support role, preferably in a high-tech or fast-paced environment providing “white glove” or “premium support” to large enterprise customers.
• Exceptional empathy and a genuine desire to help and connect with customers.
• 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.
• Understanding of API's, and ability to explain complex API concepts to both technical and non-technical customers.
• Familiarity with customer support tools and CRM systems; experience with Intercom 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.

Key skills/competency

• Customer Support
• Enterprise Customer Service
• Problem Solving
• Communication Skills
• API Understanding
• CRM Systems (Intercom)
• Organizational Skills
• Empathy
• Cross-functional Collaboration
• Product Knowledge