AI Support Lead

Harvey
San Francisco
Workplace: OnsiteFull timeUSD 155,400 - 233,200 annuallyFunction: Data Science & Machine LearningSkills: ["Metrics fluency","Cross-functional collaboration","People management","Reporting and analysis","Vendor management"]

Own Harvey’s conversational AI and chatbot mandate end to end, including the customer-facing Help Center chatbot and an internal AI agent for inbound email tickets. Manage the vendor relationship for the conversational AI platform, define the roadmap, and improve performance against support metrics like containment, deflection, and CSAT. Partner with Support Operations and Engineering, represent progress in MBR/QBR settings, and build a team as the program expands.

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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 Harvey’s conversational AI and chatbot mandate end to end, including the customer-facing Help Center chatbot and an internal AI agent for inbound email tickets. Manage the vendor relationship for the conversational AI platform, define the roadmap, and improve performance against support metrics like containment, deflection, and CSAT. Partner with Support Operations and Engineering, represent progress in MBR/QBR settings, and build a team as the program expands.
Location: San Francisco
Workplace: Onsite
Employment Type: Full time
Job Function: Data Science & Machine Learning
Seniority: Manager level

Key Responsibilities

  • •Own Harvey’s Help Center chatbot and internal email-ticket AI agent end to end, keeping them live, improving them, and tracking clear success metrics.
  • •Manage the conversational AI vendor relationship proactively, structuring pilots, evaluating results, and iterating based on performance data.
  • •Define and evolve the roadmap for conversational AI beyond support into broader CX and product-adoption use cases over time.
  • •Use analytics to measure outcomes (containment, deflection, resolution quality, CSAT, human escalation) and represent progress credibly in MBR/QBR-style settings.
  • •Collaborate with Support Operations and Engineering so tooling integrates cleanly, acting as an internal AI expert for other CX leads.

Pay and Benefits

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

Key Requirements

  • •Proven ownership of a conversational AI/chatbot program end to end (vendor relationship, roadmap, conversation design, escalation logic) with shipped outcomes.
  • •Comfort building and defending reporting on chatbot-support metrics such as containment, deflection, resolution quality, CSAT, and human escalation rate.
  • •Experience managing people, including hiring, developing, and holding team members accountable to clear goals.
  • •Cross-functional operating experience partnering with Support Operations and Engineering so tooling integrates cleanly.
  • •Direct ownership of a vendor relationship, including managing pilots with evaluation and iteration based on performance data.
Skills:Metrics fluencyCross-functional collaborationPeople managementReporting and analysisVendor management
Tech Stack:SierraDecagonForethoughtZendeskBI reporting

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