Customer Experience Manager, US

Harvey
San Francisco
Workplace: HybridFull timeUSD 144,000 - 216,000 annuallyFunction: Customer Success & Account ManagementExperience: 8+ yearsSkills: ["Ownership","Coaching","Leadership","Problem-solving","Communication"]

Lead day-to-day customer support operations for Harvey’s region, owning queue coverage, triage, escalations, and incident coordination. Set performance expectations, coach based on QA, and diagnose root causes when metrics like first response time, resolution time, cSAT, and QA slip. Partner with Product, Engineering, and GTM to turn recurring escalations into fixes, help drive AI tool adoption, and hire and develop support team members.

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Harvey
Harvey
1 day ago

Customer Experience Manager, US

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Source: Company careers pageValidated by: Fursa AI
Last checked: 19 hours agoStatus: Live

Job Summary

Lead day-to-day customer support operations for Harvey’s region, owning queue coverage, triage, escalations, and incident coordination. Set performance expectations, coach based on QA, and diagnose root causes when metrics like first response time, resolution time, cSAT, and QA slip. Partner with Product, Engineering, and GTM to turn recurring escalations into fixes, help drive AI tool adoption, and hire and develop support team members.
Location: San Francisco
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Run day-to-day support delivery for your region, including queue and coverage, triage and handoff, and escalation judgment measured by FRT, resolution time, QA, and cSAT.
  • •Set individual performance expectations, coach against QA results in the moment, and drive documented plans when coaching doesn’t land.
  • •Own escalations end to end: triage and severity judgment, customer communication through resolution, and partnering with Product and Engineering to turn recurring escalations into fixes.
  • •Participate in the on-call rotation for customer-impacting incidents, coordinating response and customer communication strategy while incidents are live.
  • •Drive adoption and quality of AI tools and systems across triage, deflection, and QA; forecast coverage and staffing and hire, onboard, and develop team members.

Pay and Benefits

Salary: USD 144,000 - 216,000 annually
Equity and Bonus:Equity

Key Requirements

  • •8+ years in customer support or customer experience, including 4+ years managing teams serving enterprise customers in a high-volume environment.
  • •Operate effectively in a fast-moving environment with strong ownership and customer focus.
  • •Own and improve a metric set (FRT, TTR, cSAT, QA, backlog, deflection) with ability to build reporting.
  • •Admin-level fluency with Zendesk (views, triggers, macros, routing) or an equivalent platform.
  • •Troubleshoot enterprise escalations end to end, including reproducing issues, reading error logs, and briefing Engineering on API/authentication and AI output quality problems.
Experience:8+ yearsEnterprise customersCustomer supportCustomer experience
Skills:OwnershipCoachingLeadershipProblem-solvingCommunication
Tech Stack:ZendeskSalesforceOmniSnowflakeAPIAuthenticationAI

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