harvey - CX Specialist
Requirements
• 2 years of professional experience in customer support at a SaaS company in the technology industry. • Experience with customer support platforms (e.g. Zendesk, Salesforce) and working fluency with AI tools (e.g. ChatGPT, Claude, Gemini); you use them, not just know of them. • Strong written communication skills; clear, professional, and appropriately calibrated to the audience, whether a law firm partner or an internal stakeholder. • Comfort working in a fast-paced, high-growth environment with competing priorities and limited process documentation. • High process consistency: you follow established workflows reliably and flag when something doesn't fit the playbook rather than improvising silently. • Excellent organisational skills and attention to detail, including disciplined ticket hygiene. • Comfort with ambiguity; you can make sound judgment calls and move forward without having every answer in front of you. • Growth mindset and eagerness to learn technical concepts over time, with a clear interest in building toward more complex support scope.
Responsibilities
• Act as the first point of contact for non-technical support inquiries, ensuring timely, empathetic, and accurate responses. • Exercise sound judgment on ticket routing; knowing when to resolve independently and when to escalate to a senior support specialist. • Own your queue: manage ticket volume against SLA targets without sacrificing response quality. Customers should always receive accurate, complete answers that reflect Harvey's standard of care. • Apply consistent, accurate ticket tagging and categorization to support team-wide reporting and trend visibility. • Maintain a strong working knowledge of Harvey's core product features to provide clear and effective guidance. • Follow established playbooks and macros with precision; flag gaps or inconsistencies so the team can improve them over time. • Contribute to FAQs, internal guides, and knowledge base articles that streamline support for recurring questions; surface content gaps when customer questions reveal missing or unclear documentation. • Partner with the Customer Education team to flag areas where self-serve content can reduce repeat contact volume. • Stay adaptable and proactive in a rapidly evolving startup environment, operating effectively even when processes or product features are changing quickly.
Benefits
• $68K – $102K • Offers Equity • 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. • You can submit up to 4 applications to Harvey in any 30-day period. Please choose the roles where your experience is the strongest match. • If you've applied to a role before and it didn't work out, you're welcome to reapply to it after 90 days. • 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 • or drag and drop here
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