About this role
Support professionals who thrive in fast-paced environments and want to deepen their foundation in a technical product setting will find a strong fit at Harvey. The team combines frontier agentic AI with an enterprise-grade platform to reshape how legal and professional services operate, currently scaling rapidly while building a new software category.
As a Customer Experience Specialist, you will act as the primary contact for non-technical support inquiries from both internal teams and external customers. Your daily focus will involve managing a high volume of support tickets, maintaining accurate categorization, and ensuring service level agreements are met without sacrificing response quality. Over time, you will have the opportunity to expand your technical skills, gain exposure to complex support workflows, and contribute to internal guides and knowledge base articles that streamline repeat questions.
What you will do
- Serve as the initial point of contact for non-technical support inquiries while providing timely and empathetic answers.
- Route support tickets correctly by deciding whether to resolve them independently or escalate them to senior team members.
- Manage queue volume against service level agreement targets while maintaining high response quality and accuracy.
- Apply consistent ticket tagging and categorization to support team-wide reporting and trend visibility.
- Maintain deep familiarity with core product features to deliver clear guidance to users.
- Follow established playbooks precisely and flag content gaps or outdated macros for improvement.
- Partner with the Customer Education team to flag areas where self-serve resources can reduce repeat contact volume.
What you need
- Bring two years of professional customer support experience within a technology SaaS company.
- Demonstrate hands-on familiarity with customer support platforms like Zendesk or Salesforce.
- Show working fluency and regular use of AI tools such as ChatGPT, Claude, or Gemini.
- Exhibit strong written communication skills tailored to varied audiences ranging from law firm partners to internal stakeholders.
- Maintain high process consistency by following established workflows reliably rather than improvising silently.
- Display strong organizational skills, attention to detail, and disciplined ticket hygiene.
- Demonstrate comfort with ambiguity and the ability to make sound judgment calls in a fast-changing startup environment.
Benefits
- Offers Equity
Skills and tech stack
Questions candidates ask
What is the location policy for this role?
The job posting indicates that the position is remote.
What is the compensation range for this position?
The salary ranges from $68,000 to $102,000 USD, and the position includes equity offers.
What tools and platforms will I be expected to use?
The role involves using customer support platforms like Zendesk or Salesforce, alongside working fluency with AI tools such as ChatGPT, Claude, and Gemini.
What kind of support inquiries will I handle?
You will focus primarily on managing a high volume of non-technical support tickets, ensuring timely and accurate responses for internal teams and external customers.