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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. As a Customer Experience Specialist, you will be the first line of support for both internal teams and external customers, managing a high volume of non-technical support tickets in a fast-paced, rapidly scaling environment.
You will act as the primary point of contact for non-technical support inquiries, delivering timely, empathetic, and accurate responses. Key responsibilities include exercising sound judgment on ticket routing (resolving independently or escalating appropriately), managing ticket volume against SLA targets while maintaining response quality, and applying consistent ticket tagging and categorization to support team-wide reporting. You'll maintain strong working knowledge of Harvey's core product features, follow established playbooks and macros with precision, and flag gaps or inconsistencies for team improvement.
Additionally, you will contribute to FAQs, internal guides, and knowledge base articles to streamline support for recurring questions, partner with the Customer Education team to identify areas where self-serve content can reduce repeat contacts, and stay adaptable in a rapidly evolving startup environment where processes and product features change quickly. This role is designed for support professionals ready to deepen their foundation in a technical product environment, with clear opportunities to expand technical skills and progress within the CX team over time.
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); practical use required, not just familiarity
- Strong written communication skills; clear, professional, and appropriately calibrated to diverse audiences (law firm partners, internal stakeholders)
- Comfort working in a fast-paced, high-growth environment with competing priorities and limited process documentation
- High process consistency: reliable execution of established workflows with proactive flagging of 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.
