Manager, Customer Experience
HarveyVisit Harvey website
Harvey is an AI platform for legal and professional-services organizations.
Series F+Recently funded
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 run day-to-day support delivery for your region, tracking First Response Time, Resolution Time, QA and cSAT and fixing root causes. You will coach your team, own escalations end to end, take part in an on-call rotation, drive AI tool adoption, forecast staffing, and hire and develop team members.
Requirements
- 8+ years in customer support or customer experience
- 4+ years managing teams in high-volume enterprise support
- Ownership of support metrics (FRT, TTR, cSAT, QA, backlog, deflection)
- Ability to troubleshoot API, authentication and AI output issues
- Proficiency using AI tools in production support workflow
- Admin-level fluency with Zendesk or equivalent
- Availability for on-call rotation including nights, weekends and holidays
Responsibilities
- Run day-to-day regional support delivery
- Set performance expectations and coach team members
- Own escalations end to end and partner with Product, Engineering and Go-to-Market
- Participate in on-call rotation for customer-impacting incidents
- Drive adoption of AI tools across triage, drafting, deflection and QA
- Benchmark region performance and propose global practices
- Forecast coverage and staffing against volume
- Hire, onboard and develop team members
Benefits
- Equity
