Technical CX Specialist – EMEA (Wed–Sun)

Harvey
London
Workplace: HybridFull timeFunction: Administration & Executive AssistanceSkills: ["Empathy","Communication","Problem-solving","Critical thinking","Prioritization"]

Provide frontline, empathetic customer support within the Customer Experience team for enterprise users. Triage and resolve technical and product issues across areas like AI output quality, app access, APIs, authentication, and error logs, while juggling multiple priorities during scheduled shifts. Collaborate cross-functionally to troubleshoot and escalate complex problems, stay current on product changes, and document customer interactions to improve support materials and processes.

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Harvey
Harvey
1 day ago

Technical CX Specialist – EMEA (Wed–Sun)

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Job Summary

Provide frontline, empathetic customer support within the Customer Experience team for enterprise users. Triage and resolve technical and product issues across areas like AI output quality, app access, APIs, authentication, and error logs, while juggling multiple priorities during scheduled shifts. Collaborate cross-functionally to troubleshoot and escalate complex problems, stay current on product changes, and document customer interactions to improve support materials and processes.
Location: London
Workplace: Hybrid
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Mid level

Key Responsibilities

  • •Act as first point of contact for customer support, providing empathetic, accurate, and timely resolutions to technical and product issues (including AI output quality, app access, APIs, authentication, and error logs).
  • •Manage multiple competing priorities during assigned support shifts while maintaining high responsiveness and reliability.
  • •Collaborate with teammates and cross-functional partners to troubleshoot complex issues, escalate when appropriate, and improve customer experience.
  • •Maintain up-to-date knowledge of products, features, and services to deliver informed support.
  • •Document customer interactions, issues, and feedback to support continuous improvement of products, processes, and support materials.

Pay and Benefits

Perks:Learning Budget

Key Requirements

  • •3+ years of experience in a fast-paced technical support role delivering white-glove or premium support to large enterprise customers for AI-driven products.
  • •Exceptional empathy and written/verbal communication skills, including the ability to explain complex technical concepts to technical and non-technical audiences.
  • •Strong problem-solving and critical-thinking skills with a creative approach to diagnosing and resolving complex issues.
  • •Solid understanding of APIs and the ability to troubleshoot and clearly articulate API-related concepts.
  • •Proficiency with customer support tools and CRM systems.
Experience:Enterprise customersTechnical supportAI-driven products
Skills:EmpathyCommunicationProblem-solvingCritical thinkingPrioritization
Tech Stack:APIsAuthenticationError logsCRM systemsCustomer 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