About this role
Managing a high volume of non-technical support inquiries without sacrificing response quality requires dedicated operational focus, which is the core challenge this role addresses. Harvey seeks a Customer Experience Specialist in New York to serve as the initial point of contact for internal teams and external users. This person will manage ticket queues against strict Service Level Agreement targets while maintaining accurate categorization and tagging for reporting visibility.
Operating within a rapidly scaling professional services platform backed by frontier agentic AI, this team values decisiveness, simplicity, and relentless execution. The person stepping into this position will handle non-technical support tickets, follow established playbooks, and contribute to internal guides and knowledge base articles. Over time, successful contributors will expand their technical capabilities and progress toward more complex support workflows within the customer experience organization.
What you will do
- Serve as the primary contact for non-technical support inquiries by delivering timely, empathetic, and accurate responses.
- Evaluate ticket routing decisions independently while knowing when to escalate issues to senior support specialists.
- Manage queue volume against SLA targets while maintaining high response quality and thorough answers.
- Apply precise ticket tagging and categorization to ensure reliable team-wide reporting and trend visibility.
- Maintain deep familiarity with core product features to deliver clear guidance to users.
- Contribute to knowledge base articles, internal guides, and FAQs that streamline recurring questions.
- Partner with the Customer Education team to identify opportunities for reducing repeat contact volume through self-serve resources.
What you need
- Bring two years of professional customer support experience gained at a SaaS company within the technology sector.
- Demonstrate working familiarity with customer support software like Zendesk or Salesforce alongside hands-on fluency with AI tools such as ChatGPT, Claude, and Gemini.
- Exhibit strong written communication skills tailored appropriately for various audiences, ranging from internal stakeholders to law firm partners.
- Show comfort operating within a high-growth startup environment characterized by competing priorities and evolving processes.
- Display high process consistency by following established workflows reliably and identifying playbook gaps.
- Maintain excellent organizational habits, attention to detail, and disciplined ticket hygiene.
Benefits
- Offers Equity
Skills and tech stack
Questions candidates ask
What salary range does this role offer?
The compensation for this position ranges from $68,000 to $102,000 USD depending on location, along with equity offers.
What tools and platforms will I be using?
You will use customer support platforms like Zendesk or Salesforce, as well as AI tools including ChatGPT, Claude, and Gemini.
What will my primary daily responsibilities include?
You will act as the first point of contact for non-technical support inquiries, own your queue against SLA targets, and apply consistent ticket tagging for reporting visibility.
What background is required to apply?
Applicants need two years of professional customer support experience at a SaaS company in the technology industry, along with strong written communication skills and comfort in a fast-paced environment.