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Manager, Customer Experience, APAC

HarveyBengaluruCustomer Experience
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Salary
Not listed
Job type
Full-time
Work mode
Remote
Experience
Senior · 10+ yrs
Posted
7 Oct 2026
Status
Open · checked 7d ago

About this role

Harvey is hiring a Manager for Customer Experience in Bengaluru to lead a support team serving lawyers and professional services. This position suits an experienced support leader who can balance strategic planning with hands-on operational execution.

Role Overview

Harvey seeks a Customer Experience Manager to direct regional support operations and drive accountability within the global support organization. Reporting to the Head of CX, this leader manages daily service delivery, team performance, and escalations for professional services clients. Working alongside four global peers, the role helps establish operational standards and shapes support strategies across regions.

Key Responsibilities

Direct day-to-day regional support operations including queues, coverage, triage, handoffs, and escalation decisions while monitoring metrics like First Response Time, Resolution Time, QA, and cSAT.
Establish performance expectations, coach team members using quality assurance results, and manage escalations from initial triage to resolution and engineering bug reports.
Participate in the on-call rotation for customer incidents, coordinate responses, and drive the adoption of internal AI tools for triage, drafting, deflection, and QA.
Forecast coverage and staffing needs, track regional performance against global peers, and handle the hiring, onboarding, and development of team members.

Requirements

Ten or more years of experience in customer support or customer experience, including at least four years managing teams within high-volume enterprise environments.
Proven ability to own and analyze key metrics such as FRT, TTR, cSAT, QA, backlog, and deflection to build reporting and resolve performance dips.
Expertise in managing enterprise escalations, including reproducing issues, reviewing error logs, and troubleshooting API, authentication, and AI output quality for engineering handoffs.
Admin-level fluency with support platforms like Zendesk alongside day-to-day proficiency using AI tools in production support workflows.
Authorized to work in India, as visa sponsorship is not provided for this position.

Nice to Have

Documented history of implementing major process improvements that generated step-change results rather than incremental gains.

Skills and Tools

Zendesk
Salesforce
Omni
Snowflake
AI tools
APIs

About the Company

Harvey transforms legal and professional services by combining frontier agentic AI, an enterprise-grade platform, and domain expertise. The organization operates on values of decisiveness, simplicity, and relentless execution while scaling rapidly in a newly defined category.

How to Apply

To submit an application for this position, please visit the official Harvey careers page.

Skills and tech stack

ZendeskSalesforceOmniSnowflake

Questions candidates ask

Where is this job located?

This position is based in Bengaluru.

Who does this role report to?

The Customer Experience Manager reports to the Head of CX.

Is visa sponsorship available for this role?

No, visa sponsorship is not available, and applicants must be authorized to work in India.

What background is required for this position?

Candidates need 10+ years in customer support or customer experience, including 4+ years managing teams in high-volume enterprise environments.

What specific software tools are mentioned for this role?

The role utilizes Zendesk, Salesforce, Omni, and Snowflake.

Ready to apply?

The application is on the official Harvey careers page.

Apply on company site