Technical CX Specialist – EMEA (Wed–Sun)
Remote • London • FullTime
Posted 5d ago
Job Location
London
Remote Work Policy
Fully remote
Employment Type
FullTime
Categories
Applied AI Engineer
About the job
Harvey is transforming legal and professional services by combining agentic AI, an enterprise-grade platform, and deep domain expertise. This role is a crucial part of the Customer Experience team, serving as the frontline support for our enterprise customers. You will provide empathetic and efficient support, troubleshoot technical and product-related issues, and ensure a seamless experience for users interacting with our AI-driven products. This position requires a passion for problem-solving, managing multiple priorities, and collaborating with cross-functional teams to drive continuous improvement.
Responsibilities
- Serve as the first point of contact for customer support inquiries, providing accurate and timely resolutions for technical and product issues.
- Manage multiple priorities effectively while maintaining high responsiveness and accountability.
- Collaborate with teammates and cross-functional partners to troubleshoot complex issues and escalate when necessary.
- Maintain up-to-date knowledge of products, features, and services to provide informed support.
- Document customer interactions, issues, and feedback to improve products and support materials.
- Own tasks independently and contribute to team workflows and support process refinement.
Requirements
- 3+ years of experience in fast-paced technical support, providing premium support to enterprise customers for AI-driven products.
- Exceptional empathy and communication skills (written and verbal) to build trust and explain complex technical concepts.
- Strong problem-solving and critical-thinking abilities with a creative approach to issue resolution.
- Highly organized and adaptable, capable of managing multiple tasks and priorities.
- Solid understanding of APIs and ability to troubleshoot and articulate API-related concepts.
- Proficiency with customer support tools and CRM systems.
- Collaborative team player who builds positive cross-functional relationships.
- Demonstrated passion for learning and staying current on industry trends.
Benefits
- Structured hybrid working arrangement (3 days in office, 2 days remote)
- Comprehensive 4-week onboarding and training program
- Professional development stipend
- Opportunities to work on cross-functional projects
- Be part of building support operations at a growing company