Premium Support Specialist Job at Harvey (New York)

Senior COE Specialist I - Premium Support Specialist

Uber for Business (U4B) is rapidly expanding and is positioned to be the next gr...

Location

Japan , Tokyo

Salary:

Not provided

Uber

Expiration Date

Until further notice

Requirements

Experience in B2B customer support, sales, or account management
Craftsmanship service: provide exceptional support and ensure customer satisfaction, resolving complex inbound or outbound issues sometimes without well-documented SOPs, including outbound phone support when necessary
Root cause analysis: conduct analysis to identify underlying issues and present findings when requested by stakeholders by following up with teams like bugs/outages teams, jira teams and risk teams
Stakeholder collaboration: work closely with both internal and cross-functional stakeholders to resolve urgent issues across various Uber for Business products
Insight generation: produce actionable insights such as inefficient SOPs, content updates & patterns of fraud from support activities and highlight to Team Leaders

Job Responsibility

PSS client inflow management: drive resolution of complex problems by leveraging internal resources and using multiple communication channels including email and messaging (possibly Zoom also)
Stakeholder management: collaborate effectively with U4B Sales/Account Managers and Implementation Leads to keep them apprised of client concerns, with possible client onsite visits
Project management: plan and execute projects to improve the customer experience for U4B admins and clients
BAU efficiency: ensure BAU for U4B continues to run efficiently and smoothly
Be the subject matter expert for all the products that U4B has to offer and identify process and policy gaps to mitigate them accordingly
Maintain PSS dashboard and send monthly progress reports to the administrators
Analyze data using basic SQL and Google Sheets on customer’s U4B account and then using that data to make recommendations to the client, where applicable
Proactively identify trends or impending issues and inform your client to minimize disruption to their service
Join team meetings to share relevant updates and roadblocks
Monitor U4B account transactions to ensure accuracy and promptly identify and resolve any discrepancies in payments

Manager, Technical Support

As a Manager, Support at Vanta, you will lead our APJ Support team responsible f...

Location

Australia , Sydney

Salary:

Not provided

Vanta

Expiration Date

Until further notice

Requirements

5+ years of Support leadership experience, ideally in fast-growing SaaS or technical complex environments
Be located in Sydney, Australia
Proven success leading teams through complex troubleshooting and escalations
Experience managing hybrid or distributed teams
Experience implementing AI or leading teams in an AI-enabled support model (AI workflows, routing, automation, quality improvement)
Background working in fast-growing or rapidly scaling companies, where systems, processes, and expectations evolve quickly
Track record of building processes and driving outcomes, not just managing tasks
Strong track record partnering cross-functionally to improve product and customer outcomes
Experience supporting Premium and Enterprise customers
Prior hands-on support experience

Job Responsibility

Lead a high-performing Support team
Manage, coach, and develop Support Professionals
Build a collaborative team culture rooted in accountability, curiosity, customer value, and resilience
Drive strong performance across productivity, quality, CSAT, and operational KPIs
Hire talent with strong technical and documentation skills who raise the bar
Provide clear, actionable feedback and coach effectively to help individuals grow
Encourage a customer-education mindset by helping the team turn troubleshooting into learning moments for customers
Identify knowledge or skill gaps within the team and partner with Enablement, Knowledge Management, or SMEs to build training that strengthens technical depth and AI collaboration
Work a small number of tickets to stay connected to customer challenges, product behavior, and team workflows
Build operational excellence and predictable delivery

What we offer

Industry-competitive salary and equity
Healthcare stipend towards health insurance for you and your dependents
16 weeks paid Parental Leave for all new parents
Health & wellness stipend
Remote workspace, internet, and cellphone stipend
Commuter benefits for team members who attend the office
20 days of Annual Leave per year
9 company-paid holidays
Virtual team building activities, lunch and learns, and other company-wide events

Fulltime

Manager, Technical Support - EMEA

Our Support mission is simple and bold: “We make complex solutions seem simple, ...

Location

Ireland , Dublin

Salary:

Not provided

Vanta

Expiration Date

Until further notice

Requirements

5+ years of Support leadership experience, ideally in fast-growing SaaS or technical complex environments
Be located in Dublin, Ireland
Proven success leading teams through complex troubleshooting and escalations
Experience managing hybrid or distributed teams
Experience implementing AI or leading teams in an AI-enabled support model (AI workflows, routing, automation, quality improvement)
Background working in fast-growing or rapidly scaling companies, where systems, processes, and expectations evolve quickly
Track record of building processes and driving outcomes, not just managing tasks
Strong track record partnering cross-functionally to improve product and customer outcomes
Experience supporting Premium and Enterprise customers
Prior hands-on support experience

Job Responsibility

Lead a high-performing Support team
Hire, manage and develop Support Professionals, building a culture of accountability, curiosity, customer value, and resilience
Drive strong performance across productivity, quality, CSAT, and operational KPIs
Hire talent with strong technical and documentation skills who raise the bar
Provide clear, actionable feedback and coach effectively to help individuals grow
Encourage a customer-education mindset by helping the team turn troubleshooting into learning moments for customers
Identify knowledge or skill gaps within the team and partner with Enablement, Knowledge Management, or SMEs to build training that strengthens technical depth and AI collaboration
Work a small number of tickets to stay connected to customer challenges, product behaviour, and team workflows
Build operational excellence and predictable delivery
Establish scalable rhythms for capacity planning, queue health, and performance reviews

What we offer

Industry-competitive salary and equity
100% covered medical, dental, and vision benefits with dependents coverage
16 weeks paid Parental Leave for all new parents
Health & wellness stipend
Remote workspace, internet, and mobile phone stipend
Commuter benefits, including bike to work scheme and tax commuter ticket scheme
Pension matching
25 days of Annual Leave per year
11 company-paid holidays
Virtual team building activities, lunch and learns, and other company-wide events

Fulltime

Technical Support Engineer

As a Technical Support Engineer (TSE), you’ll play a critical role in supporting...

Location

Ireland , Dublin

Salary:

Not provided

Vanta

Expiration Date

Until further notice

Requirements

4+ years of technical support experience in a SaaS/Tech environment
2+ years in a Tier 3 or Tier 4 (highest tier) technical support role
Experience supporting Premium Support customers
Located in the United States and able to support an 8 AM–5 PM PT schedule, with rotating on-call responsibilities (including rotational weekends and holidays)
Strong troubleshooting experience with cloud providers (AWS, Azure, GCP)—including monitoring, load balancers, tagging, etc.
Hands-on experience with cloud platforms (AWS, GCP, Azure), operating systems (Windows, macOS, Linux), and cloud application architecture
Solid understanding of APIs (REST and/or GraphQL) and networking fundamentals
Familiar with relational databases (SQL) and document databases (NoSQL, MongoDB)
Familiar with IAM protocols (SAML, OAuth, SCIM) and Identity Providers (Okta, Auth0, O365)
Experience using tools like Datadog or similar log management platforms

Job Responsibility

Provide technical support to Vanta customers through email, screen sharing, and chat, responding within established SLAs
Develop a deep understanding of Vanta’s product capabilities, integrations, configurations, messaging, and more
Own and resolve complex technical customers’ issues, while also partnering with Technical Support Specialists (TSS) on their most challenging cases as the final technical escalation point within the Support team
Demonstrate a strong sense of ownership and accountability for the overall customer experience
Clearly explain complex solutions to customers and document them for future use
Problem-solve and troubleshoot in a repeatable manner, documenting in our Support CRM to help identify trends
Create reproducible test cases and collaborate with Product and Engineering to improve the platform
Validate and escalate bugs to Engineering, keeping customers updated on progress
Contribute to internal and customer-facing documentation, as well as process and workflow improvements
Actively participate in daily troubleshooting sessions, weekly team meetings, and other team activities

What we offer

Industry-competitive salary and equity
100% covered medical, dental, and vision benefits with dependents coverage
16 weeks paid parental leave for all new parents (birthing, non-birthing, and adoptive)
Health & wellness stipend
Remote workspace, internet and mobile phone stipend
Commuter benefits, including bike to work scheme and tax commuter ticket scheme
Pension matching
10 company paid holidays plus 25 days of PTO per year
Virtual team building activities, lunch and learns, and other company-wide events

Fulltime

Senior Manager, Enterprise & Strategic Support

As the Senior Manager, Enterprise Support, you will own the support experience f...

Location

United States , Denver; Nashville

Salary:

132000.00 - 182000.00 USD / Year

Checkr

Expiration Date

Until further notice

Requirements

5+ years of experience in customer support leadership roles
At least 3 years focused on enterprise B2B customers
Direct management experience leading teams of 10-20+ support professionals in high-growth environments
Deep understanding of enterprise customer expectations, complex multi-stakeholder environments, and premium support models
Proven track record of successfully managing high-stakes customer escalations and executive-level communications
Enterprise B2B SaaS experience with complex, technical products (Required)
Experience in HR tech, compliance, or background screening industries (Preferred)
Strong ability to influence and partner with Sales, Customer Success, Product, and Engineering teams
Data-driven approach to decision making with expertise in support metrics, SLA management, and quality assurance
Experience building support processes, playbooks, and systems that scale with growth

Job Responsibility

Own and optimize the enterprise support experience, ensuring rapid response times, high-quality resolutions, and proactive engagement with our largest customers
Serve as the primary point of contact for complex enterprise escalations, coordinating cross-functional resources and driving issues to resolution with appropriate urgency and communication
Build, coach, and develop a high-performing team of enterprise support specialists who serve as trusted advisors to strategic accounts
Design and implement differentiated support offerings for enterprise customers, including dedicated support models, enhanced SLAs, and white-glove service programs
Collaborate closely with Customer Success, Account Management, Sales, Product, and Engineering teams to ensure seamless enterprise customer experiences and advocate for customer needs
Systematically capture and analyze enterprise customer feedback, translating insights into actionable improvements and product requirements
Establish and monitor enterprise support KPIs (CSAT, SLA adherence, escalation resolution time, etc.), drive continuous improvement, and report on team performance
Develop enterprise support playbooks, escalation protocols, and knowledge management systems that enable consistent, high-quality service delivery
Partner with the Director to implement AI-powered tools that enhance enterprise support efficiency while maintaining the high-touch, personalized service our enterprise customers expect
Drive support initiatives that directly impact enterprise NRR (Net Revenue Retention) and reduce churn through exceptional service delivery

What we offer

A fast-paced and collaborative environment
Learning and development allowance
Competitive compensation and opportunity for advancement
100% medical, dental and vision coverage
Unlimited PTO policy
Monthly wellness stipend
In-office perks such as lunch four times a week, a commuter stipend, and an abundance of snacks and beverages
A relocation stipend may be available for those willing to relocate to a Checkr hub location

Fulltime

Technical Support Specialist

We’re looking for a Technical Support Specialist to provide frontline clinical a...

Location

Mexico

Salary:

Not provided

PartnerHero

Expiration Date

Until further notice

Requirements

1+ year experience in Customer Experience, Technical Support, or similar role
Experience supporting SaaS platforms or digital tools
Strong troubleshooting and problem-solving skills
Experience handling tickets and using CRM/helpdesk systems
Native or near-native CX communication skills (verbal and written)
Comfortable working with structured workflows and technical processes
Ability to assess urgency and escalate issues appropriately

Job Responsibility

Serve as frontline CX support for dental professionals via chat, email, and ticketing systems
Handle live customer inquiries with professionalism and empathy
Troubleshoot platform issues, workflows, and common technical challenges
Guide users through dental SaaS workflows and best practices
Accurately document cases and resolutions in the ticketing system
Identify and escalate clinical risks or sensitive cases to appropriate teams
Collaborate with clinical, technical, and product teams to resolve complex issues
Maintain strong service quality aligned with premium CX expectations
Follow healthcare data privacy and compliance standards

Fulltime

Technical Support Specialist

We’re looking for a Technical Support Specialist to provide frontline clinical a...

Location

Australia

Salary:

Not provided

PartnerHero

Expiration Date

Until further notice

Requirements

1+ year experience in Customer Experience, Technical Support, or similar role
Experience supporting SaaS platforms or digital tools
Strong troubleshooting and problem-solving skills
Experience handling tickets and using CRM/helpdesk systems
Native or near-native CX communication skills (verbal and written)
Comfortable working with structured workflows and technical processes
Ability to assess urgency and escalate issues appropriately

Job Responsibility

Serve as frontline CX support for dental professionals via chat, email, and ticketing systems
Handle live customer inquiries with professionalism and empathy
Troubleshoot platform issues, workflows, and common technical challenges
Guide users through dental SaaS workflows and best practices
Accurately document cases and resolutions in the ticketing system
Identify and escalate clinical risks or sensitive cases to appropriate teams
Collaborate with clinical, technical, and product teams to resolve complex issues
Maintain strong service quality aligned with premium CX expectations
Follow healthcare data privacy and compliance standards

Fulltime

Technical User Operations Specialist

At Harvey, we’re transforming how legal and professional services operate — not ...

Location

United States

Salary:

94000.00 - 126000.00 USD / Year

Harvey

Expiration Date

Until further notice

Requirements

3+ years of proven experience in a fast-paced technical support role, delivering white-glove or premium support to large enterprise customers for AI-driven products
Exceptional empathy and communication skills (written and verbal), with the ability to build trust, connect with customers, and clearly explain complex technical concepts to both technical and non-technical audiences
Strong problem-solving and critical-thinking abilities, with a creative approach to diagnosing and resolving complex issues
Highly organised and adaptable, able to manage multiple tasks and competing priorities effectively
Solid understanding of APIs, with the ability to troubleshoot and articulate API-related concepts clearly
Familiarity with customer support tools and CRM systems
experience with Intercom is a plus
Collaborative team player who builds positive cross-functional relationships while contributing effectively in a shared environment
Demonstrated passion for learning and continuous improvement, with a commitment to staying current on industry trends and best practices

Job Responsibility

Serve as the first point of contact for customer support inquiries, delivering empathetic, accurate, and timely resolutions across a range of technical and product-related issues (including AI output quality, app access, APIs, authentication, and error logs)
Manage multiple competing priorities while maintaining a high level of responsiveness, reliability, and accountability during assigned support shifts
Collaborate effectively with teammates and cross-functional partners to troubleshoot complex issues, escalate when appropriate, and contribute to a strong overall customer experience
Maintain deep, up-to-date knowledge of products, features, and services to provide informed, current support
Document customer interactions, issues, and feedback to support continuous improvement of products, processes, and support materials (e.g., FAQs and knowledge base articles)
Own tasks independently while contributing thoughtfully to team workflows and the ongoing refinement of support processes

What we offer

Comprehensive health, dental and vision coverage
retirement benefits (401k match up to 4%)
flexible PTO
equity plan
bonus

Fulltime

Premium Support Specialist

Harvey

Location:
United States , New York

Category:
Customer Service

Contract Type:
Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Nice to have:

Additional Information:

Job Posted:
February 18, 2026

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