CX Specialist

Harvey
United States
Workplace: RemoteFull timeUSD 68,000 - 102,000 annuallyFunction: Customer Support (Service Desk)Skills: ["Written communication","Organization","Attention to detail","Sound judgment","Adaptability"]

Provide first-line, non-technical support for internal teams and external customers, handling a high volume of SaaS tickets while meeting SLA targets. Triage, tag, and categorize tickets accurately, maintain strong product knowledge, and follow playbooks/macros. Contribute to FAQs and knowledge base content, help identify documentation gaps, and partner with Customer Education to reduce repeat contact volume as Harvey scales.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Harvey
Harvey
17 hours ago

CX Specialist

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

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

Job Summary

Provide first-line, non-technical support for internal teams and external customers, handling a high volume of SaaS tickets while meeting SLA targets. Triage, tag, and categorize tickets accurately, maintain strong product knowledge, and follow playbooks/macros. Contribute to FAQs and knowledge base content, help identify documentation gaps, and partner with Customer Education to reduce repeat contact volume as Harvey scales.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Serve as the first point of contact for non-technical support inquiries with timely, empathetic, accurate responses.
  • •Route tickets appropriately by resolving independently when possible and escalating to senior support specialists when needed.
  • •Own a ticket queue and manage volume against SLA targets while preserving response quality.
  • •Maintain accurate ticket tagging and categories to support reporting and trend visibility.
  • •Follow playbooks and macros, contribute to FAQs and knowledge base articles, and flag content gaps to improve self-serve resources.

Pay and Benefits

Salary: USD 68,000 - 102,000 annually
Equity and Bonus:Equity
Perks: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).
  • •Working fluency with AI tools (e.g., ChatGPT, Claude, Gemini) for support workflows.
  • •Strong written communication skills for clear, professional responses to both customers and internal stakeholders.
  • •Ability to follow workflows consistently, manage competing priorities, and make sound judgment calls in ambiguity.
Experience:SaaSTechnology
Skills:Written communicationOrganizationAttention to detailSound judgmentAdaptability
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