CX Specialist

Harvey
San Francisco
Workplace: HybridFull timeUSD 68,000 - 102,000 annuallyFunction: Customer Support (Service Desk)Experience: 2+ yearsSkills: ["Written communication","Judgment","Organizational skills","Attention to detail","Growth mindset"]

Serve as the first point of contact for non-technical support inquiries, managing a high volume of tickets while meeting SLA targets. Resolve or appropriately escalate issues using sound judgment, maintain accurate ticket tagging for reporting, and stay current on core product features. Follow playbooks and knowledge-base standards, contribute to FAQs and internal guides, and partner with Customer Education to reduce repeat contact through self-serve improvements.

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Harvey
Harvey
17 hours ago

CX Specialist

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Source: Company careers pageValidated by: Fursa AI
Last checked: 1 hour agoStatus: Live

Job Summary

Serve as the first point of contact for non-technical support inquiries, managing a high volume of tickets while meeting SLA targets. Resolve or appropriately escalate issues using sound judgment, maintain accurate ticket tagging for reporting, and stay current on core product features. Follow playbooks and knowledge-base standards, contribute to FAQs and internal guides, and partner with Customer Education to reduce repeat contact through self-serve improvements.
Location: San Francisco
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Act as the first point of contact for non-technical support inquiries, providing timely, empathetic, and accurate responses.
  • •Route tickets using sound judgment, resolving independently when possible and escalating to senior specialists when needed.
  • •Own your queue: manage ticket volume against SLA targets without sacrificing response quality.
  • •Apply consistent ticket tagging and categorization for team-wide reporting and trend visibility.
  • •Maintain working knowledge of core product features and follow playbooks/macros; contribute to FAQs, internal guides, and the knowledge base.

Pay and Benefits

Salary: USD 68,000 - 102,000 annually
Equity and Bonus:Equity

Key Requirements

  • •2 years of professional experience in customer support at a SaaS company in the technology industry.
  • •Experience using customer support platforms (e.g., Zendesk, Salesforce) and fluency with AI tools (e.g., ChatGPT, Claude, Gemini).
  • •Strong written communication skills for external and internal audiences.
  • •Comfort working in a fast-paced, high-growth environment with competing priorities and limited process documentation.
  • •High process consistency: follow workflows reliably and flag when something doesn’t fit the playbook rather than improvising silently.
Experience:2+ yearsSaaSTechnology industryCustomer support
Skills:Written communicationJudgmentOrganizational skillsAttention to detailGrowth mindset
Tech Stack:ZendeskSalesforceChatGPTClaudeGemini

Company Brief

Harvey
Harvey builds domain-specific generative AI for legal and professional services, automating contract analysis, due diligence, compliance, and litigation workflows for law firms and corporate legal teams.
Industry: LegalTech
Company Size: Large (251 to 1,000 employees)
Revenue: USD 100M to 250M
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series E+
Headquarters: San Francisco, United States
Founded: 2022
Glassdoor
Glassdoor: 4.1
WebsiteLinkedInGlassdoor