About this role
Harvey builds an enterprise platform combining frontier agentic AI with deep domain expertise to transform how legal and professional services operate. Supporting this mission, the customer experience team acts as the primary point of contact for users while shaping workflows that scale alongside rapid company growth.
Incoming specialists manage high volumes of non-technical support requests, maintain ticket queues against target SLAs, and collaborate with education teams to improve self-service content. Professionals who possess a foundation in SaaS support, maintain strong organizational habits, and want to build a career within a technical product environment will find a natural home here.
What you will do
- Serve as the initial contact for non-technical inquiries by delivering prompt and accurate responses.
- Evaluate support requests to determine whether to resolve them independently or escalate them.
- Manage ticket volume effectively to meet defined service level agreements without dropping quality.
- Categorize and tag tickets accurately to assist with reporting and trend identification.
- Create and update internal documentation, knowledge base articles, and frequently asked questions.
- Collaborate with the customer education department to identify opportunities for self-service improvement.
What you need
- Bring two years of professional customer support background within a technology SaaS company.
- Demonstrate hands-on familiarity with customer support platforms like Zendesk or Salesforce.
- Show working fluency and regular use of artificial intelligence tools such as ChatGPT, Claude, or Gemini.
- Maintain clear written communication skills suited for diverse audiences ranging from internal colleagues to external partners.
- Exhibit high process consistency, strong organizational habits, and meticulous attention to detail.
- Display comfort navigating ambiguity and operating effectively in fast-moving startup settings.
Benefits
- Offers Equity
Skills and tech stack
Questions candidates ask
What is the compensation range for the CX Specialist role?
The salary range for this position is $68,000 to $102,000 USD, with offers also including equity.
What tools and platforms will I be using?
You will use customer support platforms such as Zendesk and Salesforce alongside working fluency with AI tools like ChatGPT, Claude, and Gemini.
What will be my main focus areas on the support team?
You will focus on managing a high volume of non-technical support tickets, ensuring a seamless experience for users, and maintaining accurate ticket categorization. Over time, you will also have the opportunity to expand your technical skills and contribute to internal guides and FAQs.