About this role
Managing daily support delivery, overseeing regional queues and coverage, and handling end-to-end escalations form the core of the Customer Experience Manager role at Harvey. Operating within a global support team of five managers, the person in this position will balance strategic oversight with hands-on execution to ensure lawyers and professional services teams receive accurate and timely assistance. The team builds and scales an enterprise-grade platform combining frontier agentic AI with legal domain expertise.
Candidates should thrive in a fast-paced environment and demonstrate a readiness to diagnose broken processes and implement fixes proactively. Success in the role requires deep customer focus, comfort with rapid iteration, and a track record of driving operational excellence and accountability across support organizations.
What you will do
- Run day-to-day support delivery for the assigned region, managing queue, coverage, triage, handoff, and escalation judgment while monitoring metrics like First Response Time, Resolution Time, QA, and cSAT.
- Set individual performance expectations, coach team members against QA results in the moment, and address performance issues proactively.
- Own enterprise escalations end to end, including severity judgment, customer communication, and creating actionable bug reports for Engineering.
- Participate in the on-call rotation for customer-impacting incidents to coordinate response efforts and manage customer communication.
- Drive the adoption of AI tools and systems across triage, drafting, deflection, and QA to evaluate and improve support operations.
- Collaborate with global peers to share successful regional practices, forecast coverage and staffing against volume, and hire and onboard new team members.
What you need
- Have at least 8 years of experience in customer support or customer experience, including a minimum of 4 years managing teams in high-volume environments serving enterprise customers.
- Demonstrate admin-level fluency with Zendesk or an equivalent platform, including views, triggers, macros, and routing logic.
- Possess hands-on experience troubleshooting API, authentication, and AI output quality issues well enough to brief Engineering accurately.
- Show a proven history of making impactful operational changes and owning a comprehensive metric set including FRT, TTR, cSAT, QA, backlog, and deflection.
- Maintain day-to-day proficiency using AI tools in a production support workflow alongside a clear perspective on how AI transforms support teams.
Benefits
- Offers Equity
- Offers Bonus
Skills and tech stack
Questions candidates ask
What is the salary range for this role?
The salary for this position ranges from $144,000 to $216,000 USD, with offers for equity and bonus also included.
Where is the job located?
The position is located in San Francisco.
What tools and systems will I use in this role?
The team uses Zendesk, Salesforce, Omni, and Snowflake, along with various AI tools for triage, drafting, deflection, and QA.
What does the management structure look like for customer experience?
You will report to the Head of CX and work alongside four other CX Managers across the globe to set operating standards.