Job Description:
Provide first-line, non-technical support for Harvey's legal AI platform, owning a high-volume ticket queue and improving help content. Remote US role paying $68K to $102K.
About the Role
Harvey, a fast-growing AI company serving law firms and professional services, is hiring a Customer Experience (CX) Specialist. You will be the first line of support for customers and internal teams, handling a high volume of non-technical tickets, with room to grow into more technical support work over time.
What You Will Do
- Answer non-technical support requests quickly, accurately, and with empathy
- Decide when to resolve tickets yourself and when to escalate
- Manage your queue against SLA targets while keeping quality high
- Tag and categorize tickets consistently for team reporting
- Follow playbooks and macros and flag gaps to improve them
- Write and update FAQs, internal guides, and help center articles
What You Need
- 2 years of customer support experience at a SaaS or tech company
- Experience with support tools such as Zendesk or Salesforce
- Hands-on use of AI tools such as ChatGPT, Claude, or Gemini
- Strong, professional written communication
- Excellent organization and attention to detail
- A growth mindset and interest in learning technical concepts
Pay
$68,000 to $102,000 per year, plus equity.