Technical Customer Experience Specialist, Harvey
$88-132k
Offers Equity & Bonus
More information about location
Domain-specific AI for legal and professional services
Be an early applicant
Domain-specific AI for legal and professional services
501-1000 employees
Be an early applicant
$88-132k
Offers Equity & Bonus
More information about location
501-1000 employees
Company mission
To help professionals develop expertise, faster.
Role
Who you are
- 3+ years proven experience in a technical support role, in a fast-paced environment providing “white glove” or “premium support” to large enterprise customers for AI-driven products
- Exceptional empathy and a genuine desire to help and connect with customers
- Strong problem-solving skills, with the ability to think creatively and resolve complex issues
- Excellent organisational skills, capable of managing multiple tasks and priorities effectively
- Strong communication skills, both written and verbal, with the ability to convey complex information in an understandable manner
- Understanding of APIs, and ability to explain complex API concepts to both technical and non-technical customers
- Familiarity with customer support tools and CRM systems; experience with Intercom is a plus
- Ability to work collaboratively in a team environment and build positive working relationships across departments
- A passion for learning and personal growth, with a commitment to staying informed about industry trends and best practices
What the job involves
- As a Customer Experience (CX) Specialist, you will be the frontline support within the global support team, reporting to the CX Manager
- Your role is crucial in providing empathetic and efficient support to our customers. We are seeking someone who loves problem-solving, is adept at handling multiple priorities, and is passionate about working with enterprise customers to ensure a seamless support experience
- Serve as the first point of contact for customer support inquiries, delivering empathetic, accurate, and timely resolutions
- Juggle multiple competing priorities and tasks, ensuring a high level of service and responsiveness
- Troubleshoot issues including AI output quality, app login, feature requests, REST APIs, error logs, and authentication/token issues
- Maintain a high standard of reliability and accountability, ensuring consistent coverage and follow-through during assigned shifts
- Collaborate with team members to troubleshoot complex issues, escalating them appropriately when needed
- Maintain a deep understanding of our products and services to provide knowledgeable support
- Document customer interactions and feedback to aid in continuous improvement of our services
- Work closely with other departments to resolve customer issues and contribute to the overall customer experience
- Collaborate effectively as part of a team while confidently owning and executing tasks independently
- Stay informed of new product features and updates to provide accurate and current support
- Contribute to the development and refinement of support processes and materials, such as FAQs and knowledge base articles
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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