CX Specialist
Hybrid (New York)$68k - $102kFull-timePosted 3w ago
About the role
Customer Experience Specialist responsible for high-volume non-technical support, first-line response for internal teams and external customers, with opportunities to grow into more technical support over time in a fast-paced SaaS environment.
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); you use them, not just know of them.
- Strong written communication skills; clear, professional, and appropriately calibrated to the audience, whether a law firm partner or an internal stakeholder.
Skills
Required:Customer supportTicket managementTicket tagging and categorizationProduct knowledgePlaybooks and macros
Benefits
- Comprehensive health, dental and vision coverage, retirement benefits (401k match up to 4%), and flexible PTO.
Last updated Oct 1, 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.
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