Technical CX Specialist – EMEA (Wed–Sun)

Harvey
London, Dublin
Workplace: HybridFull timeFunction: Administration & Executive AssistanceExperience: 3+ yearsSkills: ["Empathy","Communication","Problem-solving","Critical thinking","Organizational skills"]

Provide frontline, empathetic support for enterprise customers as part of the User Operations team. Triage and resolve technical and product issues spanning AI output quality, app access, APIs, authentication, and error logs. Manage multiple priorities during fixed Wed–Sun support shifts, collaborate to troubleshoot and escalate complex cases, maintain product knowledge, and document customer interactions to improve FAQs and the knowledge base.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Harvey
Harvey
1 month ago

Technical CX Specialist – EMEA (Wed–Sun)

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 13 hours agoStatus: Live

Job Summary

Provide frontline, empathetic support for enterprise customers as part of the User Operations team. Triage and resolve technical and product issues spanning AI output quality, app access, APIs, authentication, and error logs. Manage multiple priorities during fixed Wed–Sun support shifts, collaborate to troubleshoot and escalate complex cases, maintain product knowledge, and document customer interactions to improve FAQs and the knowledge base.
Location: London, Dublin
Workplace: Hybrid
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Mid level

Key Responsibilities

  • •Serve as the first point of contact for customer support inquiries, resolving technical and product issues accurately and timely.
  • •Handle multiple competing priorities while maintaining responsiveness and accountability during assigned support shifts.
  • •Collaborate with teammates and cross-functional partners to troubleshoot complex issues and escalate when appropriate.
  • •Maintain up-to-date knowledge of products, features, and services to provide informed support.
  • •Document customer interactions, issues, and feedback to continuously improve products and support materials.

Pay and Benefits

Perks:Learning Budget

Key Requirements

  • •3+ years of experience in fast-paced technical support for enterprise customers supporting AI-driven products.
  • •Exceptional written and verbal empathy and communication, able to explain complex technical concepts to technical and non-technical audiences.
  • •Strong problem-solving and critical thinking with the ability to diagnose and resolve complex issues while managing competing priorities.
  • •Solid understanding of APIs, including troubleshooting and articulating API-related concepts.
  • •Proficiency with customer support tools and CRM systems.
Experience:3+ yearsEnterpriseAI-driven products
Skills:EmpathyCommunicationProblem-solvingCritical thinkingOrganizational skills
Tech Stack:APIsAuthenticationError logsCRMCustomer support tools

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