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Salary: USD 88,000 - 132,000 / annual
Harvey is an AI platform transforming legal and professional services by combining frontier agentic AI, enterprise-grade infrastructure, and deep domain expertise. The company ships product weekly and is scaling rapidly with strong product-market fit and world-class investor backing.
As CX Knowledge Specialist, you will own the knowledge foundation that powers Harvey's customer support organization and AI Support agent. You'll consolidate fragmented knowledge across multiple surfaces into a single, well-structured source of truth—including product support articles, troubleshooting guides, how-tos, and best practices.
Key responsibilities include:
- Audit and inventory existing content across fragmented surfaces, identifying duplicates, stale material, and gaps, then migrate into a unified knowledge base.
- Own the knowledge base platform, ensuring product support articles, troubleshooting guides, and best practices are accurate, current, and accessible to both support specialists and the AI agent.
- Structure knowledge for dual consumption: apply consistent taxonomy, metadata, and templates so content retrieves and chunks cleanly for AI while remaining clear for human readers.
- Keep knowledge current through weekly product releases by tracking shipped features and updating or creating affected articles before launch.
- Close knowledge gaps by triaging feedback from downstream teams (support, product, engineering) and updating source material at the root.
- Use data signals—ticket trends, search logs, agent escalations—to identify missing content, stale articles, and high-deflection opportunities, then prioritize fixes accordingly.
- Build AI-assisted workflows (prompts, automations, review queues) to scale knowledge maintenance without adding headcount.
- Manage review cycles, ownership assignments, versioning, and archiving to keep content accurate as the product evolves.
- Serve as the day-to-day contact for subject-matter experts across Product, Engineering, AI Support, and GTM Enablement to get content reviewed, validated, and adopted.
You'll work closely with Enablement Specialists who translate your knowledge into training for each product launch. This is a hands-on role for a strong writer and systems thinker who can build the knowledge layer an AI-first support organization depends on.
REQUIREMENTS:
- 5+ years of experience in knowledge management, support operations, technical writing, or content operations.
- Hands-on experience with knowledge base platforms (Zendesk, Notion, or similar), including structuring, migrating, and maintaining content at scale.
- Comfortable using LLMs in daily workflow and able to speak concretely to how you've used them to write, maintain, or improve content.
- Strong systems thinker who values structure; excellent writer capable of translating complex technical or legal-product details into clear, retrievable content.
- Comfortable operating at Harvey's pace, where product changes weekly and content must keep up without waiting for perfect processes.
- Data-driven approach: use ticket trends, search behavior, and QA findings to prioritize what to write or fix, rather than working from a static backlog.
- Ability to build strong cross-functional relationships quickly and get content reviewed and adopted without direct authority.
About Harvey
Legal / Compliance / Risk; AI / Data / Infrastructure — AI platform for legal and professional services work.
