CX Specialist
$68k - $102k • Remote • San Francisco • FullTime
Posted 6h ago
About the job
Harvey is transforming professional services by combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise. This is a unique opportunity to help build a generational company at a critical growth stage. The team operates with intensity, ownership, and a commitment to excellence, valuing 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 is ideal for support professionals seeking to deepen their foundation in a technical product environment and grow within the CX team.
Responsibilities
- Serve as the first point of contact for non-technical support inquiries, providing timely, empathetic, and accurate responses.
- Effectively manage ticket routing, deciding when to resolve independently and when to escalate.
- Own ticket queues, managing volume against SLA targets while maintaining high-quality responses.
- Apply consistent and accurate ticket tagging for reporting and trend analysis.
- Maintain a strong understanding of core product features to offer clear guidance.
- Follow established playbooks and macros precisely, 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.
- Remain adaptable and proactive in a fast-paced startup environment with evolving processes and 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 working in a fast-paced, high-growth environment with competing priorities.
- 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.