harvey - Support Enablement Lead
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Requirements
• 4+ years of experience in support enablement or a related role within a technical SaaS product environment. • Experience mentoring or guiding others in a senior IC capacity — you know how to set direction, give useful feedback, and help people grow without needing a formal management title to do it. • Demonstrated ability to own an enablement strategy end-to-end — from identifying needs and setting priorities through to building and delivering content. • Strong instructional design instincts: you understand how to chunk information, sequence learning, and choose the right format for the right audience. • Experience working in fast release cycles and adapting content rapidly as products and processes evolve. • Data-driven approach to program improvement — comfortable defining success metrics and using them to make decisions. • Deep familiarity with support workflows and what it takes for a specialist to handle technical customer issues with confidence. • Excellent communication skills; able to make complex product or process information accessible without oversimplifying it. • Bonus: experience with LMS platforms, video creation tools, or AI-assisted content development workflows.
Responsibilities
• Co-own the enablement roadmap for the support team, covering both onboarding and ongoing training; set priorities in partnership with the Support Operations Manager and Support leadership, and drive execution alongside the Enablement Specialist. • Serve as the primary day-to-day guide for the Support Enablement Specialist and QA Specialists — setting direction, providing feedback, and helping each person do their best work, while formal people management sits with the Support Operations Manager. • Design and oversee a structured, scalable onboarding program that ramps new specialists quickly and reduces manual dependency on the broader team; define and track ramp metrics including time-to-productivity and QA scores during ramp. • Own the ongoing enablement program, translating rapid product releases, process changes, and emerging support challenges into clear, digestible learning content — delivered in the right format for the moment. • Oversee the QA program in partnership with the QA Specialist — ensuring quality findings directly inform enablement priorities, rubrics stay current, and the feedback loop between scoring and learning content is tight and continuous. • Partner with Product to stay ahead of releases, turning update notes into actionable team education before issues surface in tickets. • Maintain and evolve a library of enablement resources — onboarding curricula, quick-reference guides, training materials — ensuring everything stays accurate and current as Harvey scales. • Track and report on enablement effectiveness; use data to continuously improve programs and demonstrate impact to leadership.
Benefits
• $108.4K – $162.6K • Offers Equity • 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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