Customer Experience Specialist

Who you are

• This role is designed for support professionals with prior customer-facing experience who thrive in fast-paced environments, are eager to keep growing, and are excited to contribute to Harvey's rapid growth
• This role is built for support professionals ready to deepen their foundation in a technical product environment
• 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

What the job involves

• As a Customer Experience (CX) Specialist, you will be the first line of support for both internal teams and external customers
• You'll focus on managing a high volume of non-technical support tickets, ensuring a seamless experience for our users. Over time, you'll have the opportunity to expand your technical skills, gain exposure to more complex support workflows, and progress within our CX team
• 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