harvey - GTM Systems Admin (Support), Remote (US)
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Requirements
• 3+ years of hands-on experience administering Zendesk, including configuration of routing, automations, triggers, SLA policies, and agent workspace. • Experience working with Customer Success platforms such as Gainsight, Catalyst, or similar tools. • Experience integrating support and CS tools with third-party systems (e.g., Salesforce, Slack, product analytics tools) using APIs or middleware. • Strong systems thinking and problem-solving skills — able to diagnose issues across tools and workflows and implement effective solutions. • Understanding of both reactive support workflows and proactive customer success motions, and how systems support each. • Experience building reports and dashboards (Zendesk Explore, Gainsight, or BI tools) to drive operational insights and decision-making. • Highly organized and documentation-oriented, with a focus on building scalable, maintainable systems. • Comfortable working cross-functionally with Support, Customer Success and Operations teams.
Responsibilities
• Own the implementation and configuration of Zendesk as Harvey’s primary support platform, including ticket routing, views, triggers, automations, macros, SLA policies, and agent workspace setup. • Support and optimize Customer Success platforms (e.g., Gainsight, Catalyst) to enable customer health tracking, lifecycle management, and proactive engagement workflows. • Integrate Zendesk and CS tools with Harvey’s broader ecosystem (CRM, product data, internal tools, communication platforms) to ensure a unified view of the customer and seamless workflows. • Partner with Support and Customer Success leadership to translate operational requirements into scalable system configurations; act as the bridge between business needs and technical implementation. • Maintain system health across tools: manage permissions, troubleshoot issues, monitor performance, and ensure systems are reliable and up to date. • Build and maintain reporting and dashboards across Zendesk and CS platforms to provide visibility into support performance, customer health, retention signals, and operational trends. • Evaluate and implement apps, integrations, and automation (including AI-driven features) that improve efficiency across support and customer success workflows. • Document system architecture, configurations, and processes to ensure scalability and continuity as the team grows. • Stay current on Zendesk and broader CS tooling capabilities, proactively identifying opportunities to improve workflows and the overall customer experience.
Benefits
• $77K – $115.4K • Offers Bonus • Additionally, this role is eligible to participate in our equity plan and benefits program. Benefits include, but not limited to: Comprehensive health, dental and vision coverage, retirement benefits (401k match up to 4%), and flexible PTO. • Upload your resume here to autofill key application fields. • Drop your resume here! • Parsing your resume. Autofilling key fields... • Current Legal Address • Yes, I will require Harvey to sponsor my employment • No, I do not require sponsorship to work in the United States • If you answered ‘Yes’ to requiring sponsorship now or in the future, please feel free to provide additional details (Optional) • or drag and drop here
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