AI Support Lead
$200k - $280k • New York • FullTime
Posted 9d ago
Remote Work Policy
On-site
Employment Type
FullTime
Categories
Applied AI Engineer
About the job
Harvey is transforming how legal and professional services operate by combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise. This role offers a rare chance to help build a generational company at an inflection point, with strong product-market fit and investor support. The team moves fast, takes ownership, and is deeply committed to the mission, operating with intensity and pushing for excellence. We value decisiveness, simplicity, and a "Job's Not Finished" mentality, acting quickly on clear judgment and believing simplicity scales. If you want to do the best work of your career alongside driven individuals, we'd love to build with you.
Responsibilities
- Own the Help Center chatbot and internal AI agent for email tickets, ensuring they are live, owned, and improving against clear metrics.
- Enable other CX leads to gain measurably more out of AI in their workflows through your involvement.
- Proactively manage the vendor relationship for conversational AI platforms, structuring, evaluating, and iterating on pilots with performance data.
- Credibly represent the AI program to cross-functional leadership in MBR/QBR-style settings.
- Build and lead a team as the program's success justifies its expansion.
Requirements
- Proven track record owning a conversational AI/chatbot program end-to-end, including vendor relationship, roadmap, conversation design, escalation logic, and accountability for business outcomes.
- Fluent in key program metrics such as containment rate, deflection rate, resolution quality, CSAT on AI-assisted interactions, and human escalation rate, and comfortable building and defending reporting on them.
- Demonstrated people management experience, including hiring, developing, and holding individuals accountable to clear goals.
- Strong cross-functional collaboration skills to partner with Support Operations and Engineering for clean tooling integration.
- Ability to act as the internal AI expert, assisting other CX leads in improving their metrics.
- Comfortable owning a vendor relationship directly, not just utilizing a platform.