CX Specialist

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

Serve as the first point of contact for non-technical customer support at Harvey’s fast-growing, technical product environment. Manage a high-volume queue of support tickets against SLA targets, apply accurate tagging and categorization, and route/escalate when needed. Maintain strong knowledge of core product features, follow playbooks and macros, and contribute to FAQs and knowledge base content alongside the Customer Education team.

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Harvey
Harvey
17 hours ago

CX Specialist

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Last checked: 1 hour agoStatus: Live

Job Summary

Serve as the first point of contact for non-technical customer support at Harvey’s fast-growing, technical product environment. Manage a high-volume queue of support tickets against SLA targets, apply accurate tagging and categorization, and route/escalate when needed. Maintain strong knowledge of core product features, follow playbooks and macros, and contribute to FAQs and knowledge base content alongside the Customer Education team.
Location: New York
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, resolve, or escalate tickets based on judgment and when to involve senior support specialists.
  • •Own a queue by managing ticket volume against SLA targets without sacrificing response quality.
  • •Apply consistent, accurate ticket tagging and categorization for team reporting and trend visibility.
  • •Maintain knowledge of core product features and follow playbooks/macros; contribute to FAQs and knowledge base articles.

Pay and Benefits

Salary: USD 68,000 - 102,000 annually

Key Requirements

  • •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 fluency with AI tools (e.g., ChatGPT, Claude, Gemini).
  • •Strong written communication skills to respond clearly and professionally to law firm partners and internal stakeholders.
  • •Comfort working in a fast-paced, high-growth environment with competing priorities and limited process documentation.
  • •High process consistency, including disciplined ticket tagging/hygiene and flagging gaps when playbooks don’t fit.
Experience:2+ yearsSaaSTechnology
Skills:Written communicationOrganizational skillsAttention to detailJudgmentGrowth 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