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Salary: USD 171,000 - 235,200 / 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 significant inflection point with strong product-market fit and world-class investor backing.
You will serve as the Lead System Administrator for Customer Experience, a senior individual contributor role responsible for administering, operating, and continuously improving Harvey's Zendesk platform and broader CX systems stack (Planhat, Sierra, and emerging platforms). This role owns the full customer journey from pilot through renewal, with Zendesk as the primary system of focus.
Key responsibilities include:
**Zendesk Ownership:** Administer Support, Guide, Explore, and AI features as the internal Zendesk subject matter expert. Design and maintain scalable workflows including routing, triggers, automations, forms, fields, taxonomy, SLAs, views, macros, and queues. Manage the configuration lifecycle with strong governance and documentation. Handle vendor releases and platform changes (including OAuth migration). Troubleshoot complex integration issues and drive root-cause resolution. Build Explore dashboards and support executive reporting on support performance and customer health.
**CX Stack Growth:** Support and optimize adjacent platforms like Planhat (customer health, lifecycle, renewal) and Sierra (AI-assisted support). Evaluate, implement, and administer new CX platforms as the stack expands, applying consistent configuration lifecycle and governance standards. Collaborate with Integrations, Data, and Security teams to connect systems in line with Harvey's security and compliance standards.
**Operational Leadership:** Manage intake and prioritization of enhancement requests. Lead enhancement projects by defining requirements, coordinating stakeholders, and communicating scope, risks, and schedule changes. Meet operational SLAs for platform support. Participate in CX Operations planning and agent feedback forums. Provide training and enablement. Maintain system design documentation. Deliver changes that are designed, tested, documented, and communicated with firm recommendations and trade-off analysis.
You will work closely with CX Operations, Support, Customer Success, Integrations, and Data teams. Success requires strong technical judgment, operational ownership, and the ability to independently translate operational requirements into scalable, reliable system configurations.
**Requirements:**
- 5+ years administering Zendesk in a high-volume, multi-team environment with deep expertise in triggers, automations, routing, fields, forms, views, macros, and SLAs
- Zendesk Administrator certification (Support Admin Expert or equivalent)
- Experience with sandbox testing, controlled deployment, and change documentation
- Experience building Zendesk integrations with CRM or adjacent systems via iPaaS (Workato preferred), APIs, or webhooks
- Working knowledge of Salesforce as an integration partner (objects, field mapping, sync patterns)
- Experience building reporting and dashboards in Zendesk Explore or similar tool
- Experience with Planhat, Gainsight, Catalyst, or similar, or demonstrated ability to ramp quickly on new CX tools
- Strong documentation habits including runbooks and change records
- Ability to translate operational workflows into scalable configurations and communicate with technical and non-technical partners
- Ability to manage multiple initiatives independently
- Fluency with AI tools (including Zendesk AI and general-purpose assistants) to build, automate, and troubleshoot
**Bonus qualifications:**
- Experience administering additional Zendesk products (Talk, Workforce Management, Advanced AI)
- Experience integrating AI support agents (Sierra or similar) with Zendesk
- SQL or scripting for data workflows; Snowflake or BigQuery
- Experience in compliance-driven environments (SOC 2, etc.)
About Harvey
Legal / Compliance / Risk; AI / Data / Infrastructure — AI platform for legal and professional services work.
