Manager, Customer Experience
$144k - $216k • Remote • San Francisco • FullTime
Posted 9d ago
Remote Work Policy
Fully remote
Employment Type
FullTime
Categories
Applied AI Engineer
About the job
Harvey is seeking a Customer Experience (CX) Manager to lead a high-performing support team for lawyers and professional services teams. This role requires a leader who can drive operational excellence and accountability across a global support organization, balancing strategic oversight with hands-on execution. You will be responsible for diagnosing and fixing issues within existing metrics and processes, and will collaborate with a peer group of CX Managers to set and improve operating standards across the company. The ideal candidate is proactive, decisive, and motivated by achieving results through their team, with a strong focus on customer satisfaction and continuous improvement.
Responsibilities
- Manage day-to-day support delivery for your region, including queue management, coverage, triage, handoff, and escalation judgment, measured by First Response Time, Resolution Time, QA, and cSAT.
- Set individual performance expectations and coach team members on QA results, implementing documented plans when coaching is ineffective.
- Own customer escalations end-to-end, including triage, severity judgment, customer communication, and bug reporting to Engineering.
- Partner with Product, Engineering, and Go-to-Market teams to resolve recurring escalations and implement fixes.
- Participate in the on-call rotation for customer-impacting incidents, coordinating response and communication strategies.
- Drive adoption of AI tools and systems within the support workflow (triage, drafting, deflection, QA) and evaluate their effectiveness.
- Track regional performance against other regions, share best practices, and propose global improvements.
- Forecast coverage and staffing needs based on volume and flag potential gaps.
- Hire, onboard, and develop team members to meet future growth and evolving support needs.
Requirements
- 8+ years in customer support or customer experience, with 4+ years managing teams in a high-volume enterprise customer environment.
- Ability to operate effectively at Harvey's fast-paced environment.
- Deep customer focus and satisfaction in solving customer problems.
- Genuine investment in team development and maintaining high standards.
- Experience managing closely to the work, understanding ticket details beyond dashboard metrics.
- Proven track record of implementing process improvements that yielded significant gains.
- Ownership of a metric set (FRT, TTR, cSAT, QA, backlog, deflection), understanding drivers and how to address issues.
- Proficiency with Zendesk, Salesforce, Omni, and Snowflake is preferred.
- Understanding of enterprise escalations, including severity judgment, customer communication, and troubleshooting technical issues (API, authentication, AI output quality) to brief Engineering.
- Ability to drive process improvements from conception to implementation or delegation.
- Day-to-day proficiency using AI tools in a production support workflow and a clear perspective on AI's impact on support teams.
- Admin-level fluency with Zendesk or equivalent platforms (views, triggers, macros, routing logic).