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Technical CX Specialist, EMEA

Harvey· Customer Experience
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Hybrid (London)Full-timePosted 5d ago

About the role

Technical Customer Experience Specialist providing frontline support to enterprise customers, owning technical issues from first response to root cause, with a focus on AI-driven product issues and seamless customer experience in a hybrid London-based role.

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.
  • Own technical issues across topics like AI output quality, login and SSO, authentication and tokens, REST API integrations, and error logs, identifying root cause.
  • Investigate with Datadog (including RUM session replay), Omni, Snowflake, and Auth0, and use Claude Code and the Datadog MCP integration to get to answers faster.
  • Maintain high reliability and accountability with consistent coverage and follow-through during assigned shifts.
  • Collaborate with team members to troubleshoot complex issues, escalating appropriately when needed.
  • Maintain deep understanding of Harvey products and services to provide knowledgeable support.
  • Document customer interactions and feedback to aid in continuous improvement of services.
  • Work closely with other departments to resolve customer issues and contribute to overall customer experience.
  • Collaborate effectively within a team while owning and executing tasks independently.
  • Stay informed of new product features and updates to provide accurate support.
  • Contribute to development and refinement of support processes and materials (FAQs and knowledge base).

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
  • Comfortable operating with ambiguity in a fast-moving environment, with a track record of taking ownership
  • Strong communication skills, both written and verbal
  • 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 Zendesk, Salesforce 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:Customer support and empathyTechnical issue ownershipAPI knowledge
Last updated Oct 22, 2026. Interested? Apply on the company site.
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