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Manager, Customer Experience

Harvey· Customer Experience
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Hybrid (San Francisco)$144k - $216kFull-timePosted 1mo ago

About the role

Customer Experience (CX) Manager leading a high-performing support team for lawyers and professional services teams. Responsible for operational excellence across Harvey's global support organization, balancing strategic oversight with hands-on execution, and driving adoption of AI tools within triage, drafting, deflection, and QA.

Responsibilities

  • 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.

Qualifications

  • 8+ years in customer support or customer experience, including 4+ years managing teams in a high-volume environment serving enterprise customers.

Skills

Required:Leadership and people managementOperational leadershipEscalation management

Benefits

  • Comprehensive health, dental and vision coverage
  • retirement benefits (401k match up to 4%)
  • flexible PTO
  • Equity plan eligibility and bonus opportunities
Last updated Sep 9, 2026. Interested? Apply on the company site.
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About Harvey

Professional Class AI

Harvey is a platform built to meet the standards of the world’s leading professional service firms.

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