About this role
Professionals who love problem-solving, handling multiple priorities, and working closely with enterprise customers will thrive in this technical customer experience role. Harvey operates in the legal and professional services sector, building frontier agentic AI platforms that reshape critical knowledge work. The incoming specialist functions as the frontline support within the global support team, reporting to the CX Manager and acting as the primary contact for inquiries.
Daily responsibilities involve delivering empathetic resolutions, troubleshooting technical issues like AI output quality, REST APIs, and authentication tokens, and collaborating with various departments to improve services. The position exists to ensure seamless enterprise support as the company scales rapidly in a new category. Ideal candidates bring a strong background in technical support, exceptional empathy, and the ability to balance autonomous execution with team collaboration.
What you will do
- Serve as the primary contact for customer inquiries by delivering empathetic, accurate, and timely resolutions.
- Manage competing priorities to maintain high service levels and responsiveness across assigned shifts.
- Troubleshoot platform issues involving AI output quality, application logins, feature requests, error logs, and authentication tokens.
- Document customer interactions and feedback to help refine knowledge base articles and internal support materials.
- Collaborate with internal departments and team members to resolve complex customer issues and escalate them appropriately.
- Maintain up-to-date knowledge of product features and updates to provide accurate technical assistance.
- Explain complex API concepts clearly to both technical and non-technical customers.
What you need
- Bring three or more years of proven experience in a technical support role within a fast-paced environment.
- Provide white-glove or premium support to large enterprise customers utilizing AI-driven products.
- Demonstrate exceptional empathy and strong written and verbal communication skills.
- Exhibit strong problem-solving abilities and organizational skills for managing multiple tasks.
- Possess an understanding of APIs and the capability to explain them to diverse audiences.
- Maintain familiarity with customer support tools and CRM systems.
Nice to have
- Experience with Intercom
Benefits
- Offers Equity
- Offers Bonus
Skills and tech stack
Questions candidates ask
Is this position remote?
This role is open to remote candidates located in specific US states including Arizona, California, Colorado, Connecticut, District of Columbia, Florida, Georgia, Illinois, Louisiana, Maryland, Massachusetts, Michigan, New Hampshire, New Jersey, New York, North Carolina, Oregon, Ohio, Pennsylvania, Tennessee, Texas, Utah, Virginia, Washington, and Wisconsin. Remote policies and geographic eligibility are strictly tied to these listed locations.
What is the compensation for this role?
The salary range for this position is $88K to $132K. Additionally, the compensation package includes offers for equity and bonuses.
What tools and technologies will I work with?
You will troubleshoot issues related to REST APIs, error logs, authentication and token issues, app logins, and AI output quality. Familiarity with customer support tools and CRM systems, specifically Intercom, is also part of the technical environment.
Who does this role report to and what team will I join?
You will be the frontline support within the global support team, reporting directly to the CX Manager. You will also work closely with other departments to resolve customer issues and contribute to the overall customer experience.