CX Operations Engineer, Harvey
$124-185k
Offers equity and bonus
Domain-specific AI for legal and professional services
Open for applications
Domain-specific AI for legal and professional services
501-1000 employees
Open for applications
$124-185k
Offers equity and bonus
501-1000 employees
Company mission
To help professionals develop expertise, faster.
Role
Who you are
- This role is for someone who deeply understands support operations, has a track record of building AI and automation tooling in production environments, and is energized by making support and human agents better
- 5-7+ years of experience in support operations or CX tooling in an AI-forward environment
- Demonstrated track record of shipping AI-assisted workflows and automation in live support environments
- Deep hands-on experience with AI tooling in the support/CX space: LLM-powered copilots, RAG systems, agent assist platforms, and how to deploy them responsibly at scale
- Expert-level familiarity with support platforms (Zendesk strongly preferred), including working with APIs and integration layers beyond out-of-the-box configuration
- Built and owned reporting systems end-to-end
- Strong operational intuition: you've worked in or alongside support teams and understand what agent friction actually looks like
- Clear communicator who can translate technical decisions for non-technical stakeholders and leadership
What the job involves
- Harvey's support org is growing fast, and keeping our specialists equipped to handle an increasingly complex product requires more than good processes, it requires smart tooling. We're looking for a Support Operations Engineer who has built this before and can hit the ground running
- Reporting to the CX Operations Manager, you'll own the automation infrastructure, AI-assisted workflows, and reporting systems that make our specialists faster and more effective
- Working alongside the CX Systems Administrator (platform infrastructure and config) and the CX Operations Lead (Zendesk-native features including Copilot and Chatbot), your lane is everything built on top of or extending beyond that foundation, custom integrations, cross-stack automation, and the technical layer that connects it all
- Design, build, and maintain AI-assisted tools that improve how support specialists triage, research, and resolve tickets; including agent-facing copilots, knowledge surfacing tools, and response assist features
- Own the automation layer across the support stack, building custom integrations, cross-tool workflows, and solutions that extend beyond what Zendesk natively offers
- Partner with Data team to build and maintain reporting infrastructure that gives the support org real-time and historical visibility into volume, quality, efficiency, and trends
- Identify manual or repetitive agent workflows and architect automated or AI-assisted alternatives that reduce friction without sacrificing quality
- Partner with the Support Enablement Lead to integrate tooling improvements into how agents are trained and how knowledge is surfaced in the moment of need
- Collaborate with the Support Systems Administrator to ensure automation and AI initiatives are implemented and maintained cleanly within the core support stack
- Partner closely with the Support Systems Administrator and Support Operations Lead — they own the Zendesk platform and its native features; you own what's built beyond it
- Evaluate new tools, run structured pilots, and bring recommendations to leadership with clear rationale and data
- Document systems, integration logic, and automation workflows to ensure maintainability as the org scales
Our take
The explosive popularity of generative AI tools has seen specialized solutions popping up for all kinds of industries. Hoping to help supercharge efficiency and productivity for legal teams, Harvey supplies generative AI that can assist with documentation, as well as aid research and optimize workflows.
Via natural language instructions, Harvey helps draft and analyze legal documents. It can also answer complex questions across large document sets, or even handle research queries that cover multiple domains in legal, regulatory and tax.
Its ability to support legal practitioners as if it's another member of the team is what makes Harvey particularly interesting. This approach has seen the company raise substantial funding, reaching Unicorn status in 2024. Funds are now being used to expand to new geographies, grow headcount and further collect and curate data to train more “domain-specific” AI models.
Kirsty
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 10 rounds)
Mar 2026
$200m
LATE VC
Oct 2025
$59m
GROWTH EQUITY VC
Total funding: $1.2bn
Company HQ
Financial District, San Francisco, CA
Leadership
Winston Weinberg
(Co-Founder & CEO)Graduated with a Juris Doctor from the USC Gould School of Law, then spent 1 year as an Associate at O'Melveny & Myers before founding Harvey.
Gabe Pereyra
(Co-Founder & President)Previously worked as a Research Scientist at Meta and DeepMind. Also spent a year as a Brain Resident at Google.
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