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CX Specialist

Harvey· Customer Experience
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Remote$68k - $102kFull-timePosted 3w ago

About the role

Customer Experience (CX) Specialist responsible for first-line non-technical support for internal teams and external customers in a fast-paced SaaS environment, with growth opportunities into more technical support and complex workflows.

Responsibilities

  • Act as the first point of contact for non-technical support inquiries, ensuring timely, empathetic, and accurate responses.
  • Exercise sound judgment on ticket routing; knowing when to resolve independently and when to escalate to a senior support specialist.
  • Own your queue: manage ticket volume against SLA targets without sacrificing response quality.
  • Apply consistent, accurate ticket tagging and categorization to support team-wide reporting and trend visibility.
  • Maintain a strong working knowledge of Harvey's core product features to provide clear and effective guidance.
  • Follow established playbooks and macros with precision; flag gaps or inconsistencies so the team can improve them over time.
  • Contribute to FAQs, internal guides, and knowledge base articles that streamline support for recurring questions; surface content gaps when customer questions reveal missing or unclear documentation.
  • Partner with the Customer Education team to flag areas where self-serve content can reduce repeat contact volume.
  • Stay adaptable and proactive in a rapidly evolving startup environment, operating effectively even when processes or product features are changing quickly.

Qualifications

  • 2 years of professional experience in customer support at a SaaS company in the technology industry.
  • Experience with customer support platforms (e.g. Zendesk, Salesforce) and working fluency with AI tools (e.g. ChatGPT, Claude, Gemini).
  • Strong written communication skills; clear, professional, and appropriately calibrated to the audience.
  • Comfort working in a fast-paced, high-growth environment with competing priorities and limited process documentation.
  • High process consistency: you follow established workflows reliably and flag when something doesn't fit the playbook.
  • Excellent organisational skills and attention to detail, including disciplined ticket hygiene.
  • Comfort with ambiguity; you can make sound judgment calls and move forward without having every answer in front of you.
  • Growth mindset and eagerness to learn technical concepts over time, with an interest in building toward more complex support scope.

Skills

Required:Customer supportTicketing systemsAI tools

Benefits

  • Comprehensive health, dental and vision coverage
  • retirement benefits (401k match up to 4%)
  • flexible PTO
  • equity participation as part of compensation package
Last updated Oct 1, 2026. Interested? Apply on the company site.
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About Harvey

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

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