CX Specialist
$68k - $102k • Remote • Remote • FullTime
Posted 6h ago
About the job
Harvey is transforming professional services by combining advanced AI, an enterprise platform, and domain expertise. This is a unique opportunity to join a fast-scaling company at an inflection point, with strong product-market fit and investor backing. We are looking for driven individuals who want to do the best work of their careers alongside a team committed to decisiveness, simplicity, and continuous improvement. As a Customer Experience (CX) Specialist, you will be the primary point of contact for internal teams and external customers, managing a high volume of non-technical support tickets to ensure a seamless user experience. This role offers the chance to grow your technical skills and advance within our CX team in a dynamic startup environment.
Responsibilities
- Serve as the first point of contact for non-technical support inquiries, providing timely, empathetic, and accurate responses.
- Determine appropriate ticket routing, resolving independently or escalating to senior specialists as needed.
- Manage ticket volume against SLA targets while maintaining high-quality responses.
- Apply consistent and accurate ticket tagging for reporting and trend analysis.
- Maintain product knowledge to offer clear and effective guidance.
- Follow established playbooks and macros, and identify areas for improvement.
- Contribute to FAQs, internal guides, and knowledge base articles, and identify content gaps.
- Collaborate with the Customer Education team to identify opportunities for self-serve content.
- Adapt to a rapidly evolving startup environment, functioning effectively amidst changing processes and product features.
Requirements
- 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).
- Working fluency with AI tools (e.g., ChatGPT, Claude, Gemini).
- Strong written communication skills, calibrated to different audiences.
- Comfort in a fast-paced, high-growth environment with competing priorities and limited process documentation.
- High process consistency and reliability in following established workflows.
- Excellent organizational skills and attention to detail.
- Comfort with ambiguity and making sound judgment calls.
- Growth mindset and eagerness to learn technical concepts.