Technical CX Specialist

Harvey
United States, San Francisco, New York
Workplace: RemoteFull timeUSD 88,000 - 132,000 annuallyFunction: Customer Support (Service Desk)Experience: 3+ yearsSkills: ["Empathy","Problem-solving","Organizational skills","Communication","Collaboration"]

Provide frontline, empathetic, and timely support to enterprise customers as part of the global support team. Troubleshoot issues spanning AI output quality, app login, REST APIs, error logs, authentication/token problems, and feature requests. Maintain reliable coverage during shifts, document customer interactions and feedback, and collaborate with internal teams to resolve complex issues. Help improve support processes, FAQs, and knowledge base articles while staying current on product updates.

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FursaFursa
Harvey
Harvey
1 day ago

Technical CX Specialist

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Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live

Job Summary

Provide frontline, empathetic, and timely support to enterprise customers as part of the global support team. Troubleshoot issues spanning AI output quality, app login, REST APIs, error logs, authentication/token problems, and feature requests. Maintain reliable coverage during shifts, document customer interactions and feedback, and collaborate with internal teams to resolve complex issues. Help improve support processes, FAQs, and knowledge base articles while staying current on product updates.
Location: United States, San Francisco, New York
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 customer support inquiries, delivering empathetic, accurate, and timely resolutions.
  • •Troubleshoot issues including AI output quality, app login, feature requests, REST APIs, error logs, and authentication/token issues.
  • •Maintain reliable coverage during assigned shifts with consistent accountability and follow-through.
  • •Collaborate with team members to troubleshoot complex issues and escalate appropriately when needed.
  • •Document customer interactions and feedback, and contribute to improving support processes, materials (FAQs), and the knowledge base.

Pay and Benefits

Salary: USD 88,000 - 132,000 annually

Key Requirements

  • •3+ years of technical support experience in a fast-paced environment delivering premium/white-glove support to large enterprise customers for AI-driven products.
  • •Strong empathy and a genuine desire to help and connect with customers.
  • •Strong problem-solving skills to think creatively and resolve complex issues.
  • •Excellent organizational skills to manage multiple tasks and priorities effectively.
  • •Understanding of APIs, including the ability to explain complex API concepts to technical and non-technical customers.
Experience:3+ yearsEnterprise supportAI-driven productsCustomer support
Skills:EmpathyProblem-solvingOrganizational skillsCommunicationCollaboration
Tech Stack:Agentic AIAIREST APIsAPIsError logsAuthenticationToken issuesIntercomCRM systems

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