AI Support Lead

Harvey
New York
Workplace: OnsiteFull timeUSD 155,400 - 233,200 annuallyFunction: Data Science & Machine LearningSkills: ["Ownership","People management","Cross-functional collaboration","Metrics-driven decision making"]

Own the end-to-end conversational AI and chatbot mandate across Harvey’s Help Center chatbot and internal email-ticket AI agent, managing the vendor relationship and improving performance against key CX metrics. Define the roadmap, conversation design, escalation logic, and reporting (containment, deflection, resolution quality, CSAT, and human escalation). Partner with Support Operations and Engineering, and build/manage a team as the program scales.

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FursaFursa
Harvey
Harvey
4 days ago

AI Support Lead

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 20 minutes agoStatus: Live

Job Summary

Own the end-to-end conversational AI and chatbot mandate across Harvey’s Help Center chatbot and internal email-ticket AI agent, managing the vendor relationship and improving performance against key CX metrics. Define the roadmap, conversation design, escalation logic, and reporting (containment, deflection, resolution quality, CSAT, and human escalation). Partner with Support Operations and Engineering, and build/manage a team as the program scales.
Location: New York
Workplace: Onsite
Employment Type: Full time
Job Function: Data Science & Machine Learning
Seniority: Manager level

Key Responsibilities

  • •Own Harvey’s conversational AI and chatbot mandate end to end, including the Help Center chatbot and internal email-ticket AI agent.
  • •Manage the vendor relationship proactively, structuring pilots, evaluating performance, and iterating using real data.
  • •Improve live chatbot and internal AI agent against clear metrics over time.
  • •Represent the program credibly to cross-functional leadership in MBR/QBR-style settings.
  • •Build a team under the program as success justifies it.

Pay and Benefits

Salary: USD 155,400 - 233,200 annually
Equity and Bonus:Equity

Key Requirements

  • •Proven track record owning a conversational AI/chatbot program end to end (vendor relationship, roadmap, conversation design, escalation logic, and business outcomes) with ownership through shipping.
  • •Fluent in CX metrics that prove program effectiveness (containment, deflection, resolution quality, CSAT for AI-assisted interactions, and human escalation) and able to build/defend reporting.
  • •Real people management experience, including hiring, developing, and holding people accountable to clear goals.
  • •Strong cross-functional operating ability partnering with Support Operations and Engineering so tooling integrates cleanly, and acting as an internal AI expert for other CX leads.
  • •Comfort owning a vendor relationship directly rather than only using a platform.
Skills:OwnershipPeople managementCross-functional collaborationMetrics-driven decision making
Tech Stack:SierraDecagonForethoughtZendeskReportingBI

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