CX Specialist
HarveyVisit Harvey website
Harvey is an AI platform for legal and professional-services organizations.
Distributed
About Harvey
Harvey provides agents and collaborative tools for legal work, including legal research, document analysis, secure workspaces, contract intelligence, and organization-level analytics.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will serve as the first contact for non-technical support inquiries, manage ticket volume against service targets, and route or escalate tickets appropriately. You will maintain ticket quality and product knowledge, follow support playbooks, improve documentation, and identify self-service content opportunities.
Requirements
- 2 years of professional customer-support experience at a SaaS technology company.
- Experience with customer-support platforms such as Zendesk or Salesforce.
- Working fluency with AI tools such as ChatGPT, Claude, or Gemini.
- Strong written communication skills.
- Experience working in a fast-paced, high-growth environment.
- Strong organizational skills and attention to detail.
- Interest in learning technical concepts and expanding support scope.
Responsibilities
- Respond to non-technical support inquiries accurately and empathetically.
- Route tickets appropriately and escalate when needed.
- Manage ticket volume against SLA targets.
- Apply accurate ticket tags and categories.
- Maintain knowledge of core product features.
- Follow support playbooks and flag gaps or inconsistencies.
- Contribute to FAQs, internal guides, and knowledge-base articles.
- Partner with Customer Education to identify self-service content opportunities.
Benefits
- Equity