Technical CX Specialist
Remote$88k - $132kFull-timePosted 4w ago
About the role
Technical Customer Experience (CX) Specialist providing frontline, empathetic support for enterprise customers, with a focus on problem-solving, multiple priorities, and collaboration across teams.
Responsibilities
- 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.
Qualifications
- 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.
Skills
Required:Technical customer supportAPI understandingTroubleshootingCommunicationCollaboration
Benefits
- Comprehensive health, dental and vision coverage
- retirement benefits (401k match up to 4%)
- flexible PTO
- equity plan eligibility
- bonus eligibility
Last updated Oct 7, 2026. Interested? Apply on the company site.
About Harvey
Professional Class AI
Harvey is a platform built to meet the standards of the world’s leading professional service firms.
AILegalLegal AILegal AnalysisLegal Document AnalysisLegal ResearchLegal Techsetter-30
More open roles at Harvey
- Senior Deal Desk Analyst, APAC4d agoSydney · Sales
- Deal Operations Analyst4d agoHybrid (Chicago) · Sales
- Deal Operations Analyst4d agoHybrid (Dallas) · Sales
- Account Executive, Enterprise4d agoHybrid (Toronto) · Sales
- Head of Mid Market Sales, North America4d agoHybrid (Chicago) · Sales