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CX Specialist

Harvey· Customer Experience
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Hybrid (San Francisco)$68k - $102kFull-timePosted 3w ago

About the role

Customer Experience Specialist responsible for handling first-line non-technical support for internal teams and external customers in a fast-paced SaaS startup, with opportunities to develop technical skills and progress within the CX team.

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; know when to resolve independently and when to escalate to a senior support specialist.
  • Own your queue: manage ticket volume against SLA targets while maintaining quality and accuracy.
  • Apply consistent tagging and categorization for team-wide reporting and trend visibility.
  • Maintain knowledge of Harvey's core product features to provide clear guidance.
  • Follow playbooks and macros; flag gaps or inconsistencies for improvement.
  • Contribute to FAQs, internal guides, and knowledge base to streamline support for recurring questions; surface content gaps when needed.
  • Partner with the Customer Education team to identify opportunities for self-serve content to reduce repeats.
  • Stay adaptable and proactive in a rapidly evolving startup environment.

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, professional and appropriately calibrated for diverse audiences.
  • Comfort working in a fast-paced, high-growth environment with competing priorities and limited process documentation.
  • High process consistency and adherence to established workflows; ability to flag misalignments.
  • Excellent organisational skills and attention to detail, including disciplined ticket hygiene.
  • Comfort with ambiguity and ability to make sound judgment calls without all answers.
  • Growth mindset with eagerness to learn technical concepts and expand support scope over time.

Skills

Required:Customer support workflowsTicket managementCommunication (written)Tooling (Zendesk, Salesforce)AI tools familiarity

Benefits

  • Comprehensive health, dental, and vision coverage
  • Retirement benefits (401k match up to 4%)
  • Flexible PTO
Last updated Oct 1, 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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