CX Specialist
$68k - $102k • Remote • New York • FullTime
Posted 6h ago
About the job
Harvey is transforming professional services by combining advanced AI, an enterprise platform, and domain expertise. This role offers a unique opportunity to contribute to a rapidly scaling, category-defining company. We are seeking driven individuals who are passionate about building a generational company and are looking for a place to do the best work of their careers. Our team values decisiveness, simplicity, and a commitment to continuous improvement, operating with intensity and a focus on customer excellence.
Responsibilities
- Serve as the primary contact for non-technical support inquiries, providing timely, empathetic, and accurate responses.
- Effectively manage ticket routing, determining when to resolve issues independently and when to escalate.
- Manage ticket queues to meet SLA targets while maintaining high-quality responses.
- Apply consistent and accurate tagging for ticket categorization to aid in reporting and trend analysis.
- Develop and maintain a strong understanding of core product features to offer clear guidance.
- Adhere to established playbooks and macros, and identify areas for improvement.
- Contribute to the creation of FAQs, internal guides, and knowledge base articles.
- Collaborate with the Customer Education team to identify opportunities for self-serve content.
- Remain adaptable and proactive in a fast-paced, evolving startup environment.
Requirements
- Minimum of 2 years of professional experience in customer support at a SaaS company within the technology sector.
- Proficiency with customer support platforms (e.g., Zendesk, Salesforce).
- Working fluency with AI tools such as ChatGPT, Claude, or Gemini.
- Strong written communication skills, with the ability to tailor communication to different audiences.
- Comfort working in a fast-paced, high-growth environment with competing priorities and evolving processes.
- High degree of process consistency and reliability in following established workflows.
- Excellent organizational skills and attention to detail, including disciplined ticket management.
- Ability to make sound judgments and proceed effectively in ambiguous situations.
- Demonstrated growth mindset and a strong interest in learning technical concepts.