SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Harvey is seeking a Customer Experience Manager to lead a high-performing support team serving lawyers and professional services firms. Reporting to the Head of CX, you'll drive operational excellence across Harvey's global support organization, managing day-to-day support delivery for your region including queue management, coverage planning, triage, escalation handling, and team performance metrics (First Response Time, Resolution Time, QA, and customer satisfaction).
You'll set individual performance expectations, coach team members against QA results, and own escalations end-to-end from triage through resolution and bug reporting to Engineering. You'll participate in on-call rotations for customer-impacting incidents, coordinating response and customer communication. A key responsibility is driving adoption of AI tools and systems across triage, drafting, deflection, and QA, pressure-testing new capabilities against real queue conditions.
You'll be one of five CX Managers globally, collaborating with peers to identify best practices, share what's working across regions, and propose practices for company-wide adoption. You'll forecast coverage and staffing needs, flag gaps proactively, and hire and develop team members for future growth.
Required: 8+ years in customer support or customer experience, including 4+ years managing teams in high-volume enterprise environments. You must be comfortable operating at Harvey's fast pace and have deep expertise in enterprise escalations, severity judgment, and troubleshooting (API, authentication, AI output quality). You need hands-on knowledge of support platforms (Zendesk, Salesforce, Omni, Snowflake), ownership of key metrics (FRT, TTR, cSAT, QA, backlog, deflection), and demonstrated ability to drive step-change process improvements. Day-to-day proficiency with AI tools in production support workflows and admin-level fluency with Zendesk or equivalent platform required.
About Harvey
Legal / Compliance / Risk; AI / Data / Infrastructure — AI platform for legal and professional services work.
