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Salary: USD 68,000 - 102,000 / annual
Harvey is an AI platform transforming legal and professional services through frontier agentic AI, enterprise-grade infrastructure, and deep domain expertise. Founded in 2022 and backed by world-class investors, the company is scaling rapidly and defining a new category in real time.
As a Customer Experience Specialist, you will serve as the first line of support for both internal teams and external customers, managing a high volume of non-technical support tickets while ensuring a seamless user experience. This role is designed for support professionals with prior customer-facing experience who thrive in fast-paced environments and are eager to grow.
Key responsibilities include:
- Acting as the first point of contact for non-technical support inquiries, providing timely, empathetic, and accurate responses
- Exercising sound judgment on ticket routing, knowing when to resolve independently versus escalate to senior specialists
- Managing ticket queue against SLA targets without sacrificing response quality
- Applying consistent, accurate ticket tagging and categorization to support team-wide reporting
- Maintaining strong working knowledge of Harvey's core product features
- Following established playbooks and macros with precision, flagging gaps for team improvement
- Contributing to FAQs, internal guides, and knowledge base articles; surfacing content gaps
- Partnering with the Customer Education team to identify self-serve content opportunities
- Staying adaptable and proactive in a rapidly evolving startup environment
Over time, you'll have opportunities to expand technical skills, gain exposure to complex support workflows, and progress within the CX team.
REQUIREMENTS:
- 2 years of professional experience in customer support at a SaaS company in the technology industry
- Experience with customer support platforms (e.g., Zendesk, Salesforce) and working fluency with AI tools (e.g., ChatGPT, Claude, Gemini)
- Strong written communication skills; clear, professional, and appropriately calibrated to different audiences
- Comfort working in fast-paced, high-growth environments with competing priorities and limited process documentation
- High process consistency; you follow established workflows reliably and flag deviations
- Excellent organizational skills and attention to detail, including disciplined ticket hygiene
- Comfort with ambiguity; ability to make sound judgment calls and move forward without complete information
- Growth mindset and eagerness to learn technical concepts over time, with clear interest in building toward more complex support scope
About Harvey
Legal / Compliance / Risk; AI / Data / Infrastructure — AI platform for legal and professional services work.
