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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 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:
- Audit and inventory existing content across fragmented surfaces, identifying duplicates, stale material, and gaps, then migrate into a unified knowledge base.
- Own and maintain the knowledge base used by support specialists and the AI Support agent, ensuring accuracy and relevance through every product release.
- Structure knowledge for both human and AI consumption, applying consistent taxonomy, metadata, and templates; write articles that retrieve and chunk cleanly for AI systems.
- Keep knowledge current by tracking product releases and updating or creating affected articles before launch.
- Close knowledge gaps by triaging feedback from downstream teams (support, product, engineering) and updating source material.
- Analyze ticket signals, search logs, and agent escalations to identify missing content, stale articles, and high-deflection opportunities.
- Build AI-assisted workflows (prompts, automations, review queues) to scale knowledge maintenance without adding headcount.
- Manage review cycles, ownership assignments, versioning, and archiving to maintain accuracy as the product evolves.
- Serve as day-to-day contact for SMEs 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 launch. This is a hands-on role requiring strong writing, systems thinking, and the ability to operate at Harvey's pace where product changes weekly.
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 with concrete examples of using them to write, maintain, or improve content.
- Strong systems thinker who values structure; excellent writer able to translate complex technical or legal-product details into clear, retrievable content.
- Ability to operate at Harvey's pace where product changes weekly and content must keep up without waiting for perfect processes.
- Data-driven approach: uses ticket trends, search behavior, and QA findings to prioritize work rather than working from static backlogs.
- 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.
