Manager, Customer Experience
Remote • Bengaluru • FullTime
Posted 4h 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 clients. This role requires balancing strategic oversight with hands-on execution, driving operational excellence and accountability across a global support organization. The ideal candidate is proactive, decisive, and motivated by achieving results through their team, with a mandate to diagnose and fix existing processes and metrics. You will collaborate with other CX Managers globally to set operating standards and shape the culture of a growing support organization.
Responsibilities
- Manage day-to-day support delivery for your region, including queue management, coverage, triage, handoff, and escalation judgment, measured by key performance indicators.
- Set individual performance expectations, coach team members, and implement 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.
- Participate in the on-call rotation for customer-impacting incidents, coordinating response and communication.
- Drive adoption of AI tools and systems within the support workflow and evaluate new tools.
- Share best practices with global peers and propose improvements for the worldwide support organization.
- Forecast staffing needs based on volume and proactively identify potential gaps.
- Hire, onboard, and develop team members to meet future growth and evolving support requirements.
Requirements
- 8+ years of experience in customer support or customer experience.
- 4+ years of experience managing teams in a high-volume enterprise customer environment.
- Ability to operate effectively at Harvey's fast-paced environment.
- Strong customer focus and satisfaction in problem-solving.
- Genuine investment in team development and maintaining high standards.
- Experience managing close to the work, understanding ticket details beyond dashboards.
- Proven track record of implementing significant process improvements that yielded step-change gains.
- Ownership of a metric set (e.g., FRT, TTR, cSAT, QA, backlog, deflection) and ability to build custom reporting.
- Proficiency with Zendesk, Salesforce, Omni, and Snowflake is preferred.
- Understanding of enterprise escalations, including severity judgment, customer communication, and troubleshooting technical issues to brief Engineering.
- Ability to drive process improvements from conception to implementation.
- 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, including views, triggers, macros, and routing logic.