Role Overview

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.

What You'll Do

• 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. Customers should always receive accurate, complete answers that reflect Harvey's standard of care.

• 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 so the team can improve them over time.

• Contribute to FAQs, internal guides, and knowledge base articles that streamline support for recurring questions; surface content gaps when customer questions reveal missing or unclear documentation.

• 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, operating effectively even when processes or product features are changing quickly.

What You Have

• 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); you use them, not just know of them.

• Strong written communication skills; clear, professional, and appropriately calibrated to the audience, whether a law firm partner or an internal stakeholder.

• Comfort working in a fast-paced, high-growth environment with competing priorities and limited process documentation.

• High process consistency: you follow established workflows reliably and flag when something doesn't fit the playbook rather than improvising silently.

• Excellent organisational skills and attention to detail, including disciplined ticket hygiene.

• Comfort with ambiguity; you can make sound judgment calls and move forward without having every answer in front of you.

• Growth mindset and eagerness to learn technical concepts over time, with a clear interest in building toward more complex support scope.

Compensation

$68,000 - $102,000 USD

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