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Salary: USD 88,000 - 132,000 / annual
Harvey is an AI platform transforming legal and professional services through frontier agentic AI, enterprise-grade infrastructure, and deep domain expertise. The company is at a growth inflection point with strong product-market fit and world-class investor backing.
The CX Knowledge Specialist owns the knowledge foundation that powers Harvey's support organization—both human specialists and the AI Support agent. You will consolidate fragmented knowledge across multiple surfaces into a single, well-structured source of truth. Your responsibilities include:
- Audit and inventory existing content across fragmented surfaces, identifying duplicates, stale material, and gaps, then migrate everything into one unified knowledge foundation.
- Own and maintain the knowledge base: product support articles, troubleshooting guides, how-tos, and best practices that both support specialists and the AI agent rely on daily.
- Structure knowledge for dual consumption (human and AI). Apply consistent taxonomy, metadata, and templates; write articles that retrieve and chunk cleanly for AI while remaining clear for specialists.
- Keep knowledge current through weekly product releases. Track what Product ships and update or create affected articles before launch, ensuring Enablement Specialists and the AI agent have accurate information.
- Close knowledge gaps by triaging feedback from downstream teams (support, product, engineering) and updating source material at the root.
- Mine ticket signals, search logs, and agent escalations to identify missing content, stale articles, and high-deflection opportunities; prioritize fixes based on data.
- Build AI-assisted workflows (prompts, automations, review queues) for drafting, refreshing, and detecting stale content so knowledge scales without proportional headcount growth.
- Manage review cycles, ownership assignments, versioning, and archiving to maintain accuracy as the product evolves weekly.
- 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.
Harvey operates with intensity and moves fast. The team values Decisiveness, Simplicity, and Job's Not Finished—acting quickly on clear judgment, believing simplicity scales, and never settling. This is a hands-on role for a strong writer and systems thinker who can build the knowledge layer an AI-first support organization runs 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 likes structure; strong writer who can translate 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: uses ticket trends, search behavior, and QA findings to prioritize what to write or fix, rather than working from a static backlog.
- Builds strong cross-functional relationships quickly and can get content reviewed and adopted without direct authority.
About Harvey
Legal / Compliance / Risk; AI / Data / Infrastructure — AI platform for legal and professional services work.
