About this role
Harvey is transforming legal and professional services by combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise to reshape how knowledge work operates. The customer experience team acts as the frontline of this mission, providing empathetic and efficient support to enterprise users navigating advanced technology.
In this role, the specialist acts as the primary contact for customer inquiries, resolving technical issues related to AI output quality, application access, APIs, authentication, and error logs. Professionals who excel here possess a strong background in technical support, exceptional communication abilities, and a drive to solve complex problems within a scaling environment.
What you will do
- Act as the primary contact for customer inquiries by delivering timely and accurate resolutions for technical and product matters.
- Handle multiple competing priorities efficiently during assigned shifts while maintaining high responsiveness.
- Partner with cross-functional teams and colleagues to troubleshoot difficult problems and escalate issues correctly.
- Maintain up-to-date product knowledge to offer informed guidance on features, services, and applications.
- Record customer interactions and feedback to help improve internal processes, knowledge base articles, and FAQs.
- Manage tasks independently while contributing to team workflows and support operations.
What you need
- Bring over three years of experience in a fast-paced technical support environment delivering premium service for AI-driven products.
- Demonstrate exceptional verbal and written communication skills with the ability to explain technical concepts to diverse audiences.
- Possess strong critical-thinking and problem-solving abilities for diagnosing intricate issues.
- Maintain high organization and adaptability to manage various tasks and shifting priorities.
- Show a solid understanding of APIs along with the capability to troubleshoot related concepts.
- Display proficiency in using CRM systems and customer support tools.
Benefits
- Structured hybrid working arrangement: 3 days in office, 2 days working from home
- A comprehensive 4-week onboarding and training program designed to set you up for success from day one
- Professional development stipend to support your continued learning and growth
- Opportunities to work on cross-functional projects and initiatives that impact CX company-wide
Skills and tech stack
Questions candidates ask
What is the remote work policy?
The position follows a structured hybrid working arrangement. Employees work three days in the office and two days from home.
What kind of onboarding is provided?
New hires participate in a comprehensive four-week onboarding and training program. This program is designed to set you up for success from day one.
What tools and technologies will I work with?
The role involves troubleshooting AI output quality, app access, APIs, authentication, and error logs. Candidates also need proficiency with customer support tools and CRM systems.