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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 is scaling rapidly with strong product-market fit and world-class investor backing.
As a Technical Customer Experience Specialist, you will be the frontline support contact for Harvey's global customer base, reporting to the CX Manager. You'll provide empathetic, accurate, and timely resolutions to customer support inquiries, serving as the first point of contact for enterprise customers.
Key responsibilities include:
- Serve as first point of contact for customer support inquiries, delivering empathetic and accurate resolutions
- Troubleshoot technical issues including AI output quality, app login, feature requests, REST APIs, error logs, and authentication/token issues
- Manage multiple competing priorities and tasks while maintaining high service standards and responsiveness
- Maintain reliability and accountability with consistent coverage and follow-through during assigned shifts
- Collaborate with team members to troubleshoot complex issues and escalate appropriately
- Develop and maintain deep product knowledge to provide knowledgeable support
- Document customer interactions and feedback to drive continuous service improvement
- Work cross-functionally with other departments to resolve customer issues
- Stay informed of new product features and updates
- Contribute to development of support processes, FAQs, and knowledge base articles
- Build positive working relationships across departments while executing tasks independently
Requirements:
- 3+ years proven experience in technical support roles in fast-paced environments
- Experience providing "white glove" or "premium support" to large enterprise customers for AI-driven products
- Exceptional empathy and genuine desire to help and connect with customers
- Strong problem-solving skills with ability to think creatively and resolve complex issues
- Excellent organizational skills managing multiple tasks and priorities
- Strong written and verbal communication skills; ability to convey complex information clearly
- Understanding of APIs and ability to explain complex API concepts to technical and non-technical customers
- Familiarity with customer support tools and CRM systems (Intercom experience is a plus)
- Ability to work collaboratively and build positive cross-departmental relationships
- Passion for learning and staying informed about industry trends and best practices
About Harvey
Legal / Compliance / Risk; AI / Data / Infrastructure — AI platform for legal and professional services work.
