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Harvey is an AI platform transforming legal and professional services through frontier agentic AI and enterprise-grade infrastructure. The company is at a strong inflection point with product-market fit and world-class investor backing, scaling rapidly and defining a new category.
You will lead a high-performing customer support team serving lawyers and professional services teams in your region, reporting to the Head of CX. This role balances strategic oversight with hands-on execution, requiring a leader who is proactive, decisive, and results-driven. You'll drive operational excellence across Harvey's global support organization, working as one of five CX Managers globally who collectively set the operating standard.
Key responsibilities include:
- Running day-to-day support delivery: queue and coverage management, triage, handoff, and escalation judgment, measured by First Response Time, Resolution Time, QA, and customer satisfaction (cSAT).
- Setting individual performance expectations and coaching team members against QA results; moving to documented performance plans only when coaching hasn't worked.
- Owning escalations end-to-end: triage, severity judgment, customer communication, and generating actionable bug reports for Engineering.
- Participating in on-call rotation for customer-impacting incidents, coordinating response and customer communication strategy.
- Driving adoption of AI tools and systems across triage, drafting, deflection, and QA; pressure-testing new systems against real queue conditions.
- Benchmarking your region against the other four, sharing best practices with peers, and proposing practices for global adoption.
- Forecasting coverage and staffing against volume; flagging gaps before they impact service.
- Hiring, onboarding, and developing team members for future growth and evolving support needs.
Harvey operates with three core values: Decisiveness (acting quickly on clear judgment over perfect information), Simplicity (believing simplicity is what scales), and Job's Not Finished (never being satisfied with the status quo). The team moves fast, takes ownership, and is deeply committed to the mission.
REQUIREMENTS:
- 8+ years in customer support or customer experience, including 4+ years managing teams in a high-volume environment serving enterprise customers.
- Comfortable operating at Harvey's pace, not typical enterprise pace (consistently cited as the hardest bar for otherwise-strong support managers).
- Deep focus on the customer and genuine satisfaction in solving problems that make their work harder than necessary.
- Genuinely invested in developing your team; understand that a high bar is part of development.
- Manage close to the work: know what your team's tickets actually look like, not just what dashboards say.
- Demonstrated track record of making a change to support team operations that produced a step change (not incremental gain); ability to spot leverage points others miss.
- Ownership of a metric set (FRT, TTR, cSAT, QA, backlog, deflection): understand what drives each, what to change when one slips, and ability to build custom reporting. Familiarity with Zendesk, Salesforce, Omni, and Snowflake.
- Understanding of enterprise escalations from severity judgment through customer conversation; ability to work escalations yourself (reproduce issues, read error logs, troubleshoot API, authentication, and AI output quality issues well enough to brief Engineering).
- Ability to take a process improvement from idea to shipped; judgment on which ones to delegate to team members.
- Day-to-day production proficiency with AI tools in support workflows (not experimentation); concrete point of view on how AI is changing support team structure.
- Admin-level fluency with Zendesk or equivalent: views, triggers, macros, and routing logic.
- Must be authorized to work in India. Visa sponsorship is not available.
About Harvey
Legal / Compliance / Risk; AI / Data / Infrastructure — AI platform for legal and professional services work.
