Manager Customer Experience APAC
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 manage regional day-to-day support delivery, including queues, coverage, triage, handoffs, and escalations. You will coach staff, coordinate incident responses, improve processes, forecast staffing needs, use AI support tools, and partner with Product, Engineering, and Go-to-Market teams to resolve recurring issues.
Requirements
- Have 10+ years of customer support or customer experience experience
- Have 4+ years of team-management experience in high-volume enterprise support
- Know support metrics including FRT, TTR, customer satisfaction, QA, backlog, and deflection
- Know Zendesk, Salesforce, Omni, and Snowflake
- Troubleshoot API, authentication, error-log, and AI-output-quality issues
- Use AI tools in a production support workflow
- Have admin-level fluency with Zendesk or an equivalent platform
- Be authorized to work in India
Responsibilities
- Run regional support delivery, including queues, coverage, triage, handoffs, and escalations
- Monitor First Response Time, Resolution Time, QA, and customer satisfaction metrics
- Set performance expectations and coach team members
- Own escalations from triage through customer communication and resolution
- Create actionable bug reports for Engineering
- Participate in the on-call rotation for customer-impacting incidents
- Drive adoption of AI tools for triage, drafting, deflection, and QA
- Forecast coverage and staffing needs
- Hire, onboard, and develop team members
