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Harvey is an AI platform transforming legal and professional services through frontier agentic AI, enterprise-grade infrastructure, and deep domain expertise. The company, founded in 2022 and headquartered in San Francisco, is at a critical growth inflection point with strong product-market fit and world-class investor backing.
As a Technical CX Specialist, you will serve as the frontline support representative within the Customer Experience team, reporting to the CX Manager. You will be the first point of contact for customer support inquiries, delivering empathetic, accurate, and timely resolutions across technical and product-related issues including AI output quality, app access, APIs, authentication, and error logs.
Key responsibilities include managing multiple competing priorities while maintaining high responsiveness and accountability during assigned support shifts; collaborating with teammates and cross-functional partners to troubleshoot complex issues and escalate appropriately; maintaining deep, up-to-date knowledge of products, features, and services; documenting customer interactions and feedback to support continuous improvement of products and support materials such as FAQs and knowledge base articles; and owning tasks independently while contributing to team workflows and support process refinement.
Harvey operates with three core values: Decisiveness (acting quickly on clear judgment), Simplicity (believing simplicity 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.
The role offers a structured hybrid arrangement (3 days in office, 2 days remote), a comprehensive 4-week onboarding and training program, a professional development stipend, opportunities to work on cross-functional projects impacting CX company-wide, and the chance to be part of building support operations at a generational company.
REQUIREMENTS:
- 3+ years of proven experience in a fast-paced technical support role, delivering white-glove or premium support to large enterprise customers for AI-driven products
- Exceptional empathy and communication skills (written and verbal), with the ability to build trust, connect with customers, and clearly explain complex technical concepts to both technical and non-technical audiences
- Strong problem-solving and critical-thinking abilities, with a creative approach to diagnosing and resolving complex issues
- Highly organized and adaptable, able to manage multiple tasks and competing priorities effectively
- Solid understanding of APIs, with the ability to troubleshoot and articulate API-related concepts clearly
- Proficiency with customer support tools and CRM systems
- Collaborative team player who builds positive cross-functional relationships while contributing effectively in a shared environment
- Demonstrated passion for learning and continuous improvement, with a commitment to staying current on industry trends and best practices
About Harvey
Legal / Compliance / Risk; AI / Data / Infrastructure — AI platform for legal and professional services work.
