Customer Experience Manager, Harvey
United States
$144-216k
+ Equity & 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
$144-216k
+ Equity & Bonus
501-1000 employees
Company mission
To help professionals develop expertise, faster.
Role
Who you are
- 8+ years in customer support or customer experience, including 4+ years managing teams in a high-volume environment serving enterprise customers
- Comfortable operating at Harvey's pace, not a typical enterprise pace. This is consistently the hardest bar for otherwise-strong support managers to clear
- A deep focus on the customer, and real satisfaction in solving the problems that make their work harder than it needs to be
- You are genuinely invested in developing your team, and you know a high bar is part of that
- You manage close to the work. You know what your team's tickets actually look like, not just what the dashboard says
- A change you made to how a support team works that produced a step change, not an incremental gain. You saw the leverage point others in the seat missed
- Ownership of a metric set (FRT, TTR, cSAT, QA, backlog, deflection): what drives each one, what to change when one slips, and the ability to build your own reporting. We use Zendesk, Salesforce, Omni, and Snowflake
- You understand enterprise escalations, from severity judgment through the customer conversation, and can work one yourself: reproduce the issue, read error logs, and troubleshoot API, authentication, and AI output quality issues well enough to brief Engineering accurately
- You can take a process improvement from idea to shipped yourself, and you know which ones to handover to someone on your team instead
- Day-to-day proficiency using AI tools in a production support workflow, not experimentation, and a concrete point of view on how AI is changing what a support team should look like
- Admin-level fluency with Zendesk or an equivalent platform: views, triggers, macros, and routing logic
What the job involves
- Harvey is looking for a Customer Experience (CX) Manager to lead a high-performing support team serving lawyers and professional services teams
- Our customers hold their own work to a high standard of accuracy and timeliness, and expect the same from our support. How well your region runs is one of the biggest levers Harvey has on what customers actually experience when they need help
- Reporting to the Head of CX, you'll drive operational excellence and accountability across Harvey's global support organization
- You'll balance strategic oversight with hands-on execution. This is a role for a leader who thrives in motion: proactive, decisive, and deeply motivated by achieving results through your team
- You'll inherit a metric set and processes that need to be better, and we expect you to diagnose what's broken and fix it without being asked
- You'll also be one of five CX Managers across the globe, and that peer group is where our operating standard gets set
- You're expected to trade what's working across regions and push for the changes you think we should make everywhere, shaping the culture and cadence of a growing support organization
- Run day-to-day support delivery for your region: queue and coverage, triage and handoff, and escalation judgment, measured by First Response Time, Resolution Time, QA, and cSAT. When a number moves, you find the root cause and fix it or scale it
- Set individual performance expectations and stay close enough to the work to spot drift early. Coach against QA results in the moment, and move to a documented plan only when coaching hasn't landed
- Own escalations end to end: triage and severity judgment, customer communication through to resolution, and bug reports Engineering can act on without a follow-up thread. Partner with Product, Engineering, and Go-to-Market to turn recurring escalations into fixes
- Take part in the on-call rotation for customer-impacting incidents, owning the coordination of response and customer communication strategy while an incident is live
- Drive adoption of the AI tools and systems we provide across triage, drafting, deflection, and QA, and pressure-test what CX Ops ships against real queue conditions
- Track how your region performs against the other four, bring what's working to your peers, adopt what's working in theirs, and propose the practices you think should apply globally
- Forecast coverage and staffing against volume, and flag gaps before they have impact
- Hire, onboard, and develop team members to ensure readiness for future growth and evolving support needs
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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