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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. The company is at a growth inflection point with strong product-market fit and world-class investor backing.
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. This role is designed for support professionals with prior customer-facing experience who thrive in fast-paced environments and are eager to grow within a technical product context.
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—resolving independently when appropriate and escalating to senior specialists when needed
- Managing ticket queue against SLA targets while maintaining response quality
- Applying consistent, accurate ticket tagging and categorization to support team-wide reporting and trend visibility
- Maintaining strong working knowledge of Harvey's core product features to provide clear guidance
- Following established playbooks and macros with precision, flagging gaps or inconsistencies for team improvement
- Contributing to FAQs, internal guides, and knowledge base articles; surfacing content gaps when customer questions reveal missing documentation
- Partnering with the Customer Education team to identify areas where self-serve content can reduce repeat contact volume
- Staying adaptable and proactive in a rapidly evolving startup environment
Harvey's culture emphasizes Decisiveness, Simplicity, and Job's Not Finished—moving fast on clear judgment, believing simplicity scales, and never being satisfied with the status quo.
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)—you use them, not just know of them
- Strong written communication skills; clear, professional, and appropriately calibrated to different 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: you follow established workflows reliably and flag when something doesn't fit the playbook rather than improvising silently
- Excellent organizational skills and attention to detail, including disciplined ticket hygiene
- Comfort with ambiguity; ability to make sound judgment calls and move forward without having every answer in front of you
- 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.
