[Hiring] Customer Experience Specialist @Harvey

Role Description

As a Customer Experience (CX) Specialist , you will be the first line of support for both internal teams and external customers. This role is designed for support professionals with prior customer-facing experience who thrive in fast-paced environments, are eager to keep growing, and are excited to contribute to Harvey's rapid growth.

You'll focus on managing a high volume of non-technical support tickets, ensuring a seamless experience for our users. Over time, you'll have the opportunity to expand your technical skills, gain exposure to more complex support workflows, and progress within our CX team.

This role is built for support professionals ready to deepen their foundation in a technical product environment.

• Act as the first point of contact for non-technical support inquiries, ensuring timely, empathetic, and accurate responses.
• Exercise sound judgment on ticket routing; knowing when to resolve independently and when to escalate to a senior support specialist.
• Own your queue: manage ticket volume against SLA targets without sacrificing response quality.
• Apply consistent, accurate ticket tagging and categorization to support team-wide reporting and trend visibility.
• Maintain a strong working knowledge of Harvey's core product features to provide clear and effective guidance.
• Follow established playbooks and macros with precision; flag gaps or inconsistencies for team improvement.
• Contribute to FAQs, internal guides, and knowledge base articles that streamline support for recurring questions.
• Partner with the Customer Education team to flag areas where self-serve content can reduce repeat contact volume.
• Stay adaptable and proactive in a rapidly evolving startup environment.

Qualifications

• 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).
• Strong written communication skills; clear, professional, and appropriately calibrated to the audience.
• Comfort working in a fast-paced, high-growth environment with competing priorities and limited process documentation.
• High process consistency; follow established workflows reliably and flag discrepancies.
• Excellent organisational skills and attention to detail, including disciplined ticket hygiene.
• Comfort with ambiguity; able to make sound judgment calls without having every answer.
• Growth mindset and eagerness to learn technical concepts over time.

Requirements

• Compensation: $68,000 - $102,000 USD.

Benefits

• Harvey is an equal opportunity employer and does not discriminate on the basis of race, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, or any other basis protected by law.
• We are committed to providing reasonable accommodations to applicants with disabilities.