CX Specialist

About the role

Harvey is transforming how legal and professional services operate by combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise. The CX Specialist will be the first line of support for both internal teams and external customers, handling a high volume of non-technical tickets and guiding users to a seamless experience. Over time you can grow into more technical support responsibilities within the CX team.

What you'll do

• Serve as the first point of contact for non-technical support inquiries with timely, empathetic responses.
• Exercise sound judgment on ticket routing, knowing when to resolve independently and when to escalate.
• Own your queue and manage ticket volume against SLA targets while preserving quality.
• Provide accurate, complete answers that reflect Harvey's standard of care.
• Apply consistent tagging and categorization to support team reporting and trend visibility.
• Maintain knowledge of Harvey's core product features and follow established playbooks.

What they're looking for

• 2 years of professional experience in customer support at a SaaS company in the technology industry.
• Experience with customer support platforms such as Zendesk or Salesforce and familiarity with AI tools (ChatGPT, Claude, Gemini).
• Strong written communication, professional tone, and ability to tailor messages to diverse audiences.
• Comfort working in a fast-paced, high-growth environment with competing priorities and limited process documentation.
• High process discipline with reliable adherence to workflows and the ability to flag gaps.
• Growth mindset with eagerness to learn technical concepts and grow into more complex support scope.

For applicants in Nigeria

• The listing does not specify Nigeria eligibility; confirm whether applicants in Nigeria can apply.
• The listing does not state a timezone requirement; confirm before interviewing.
• The listing does not specify whether roles are contractor or employee; confirm.
• Pay currency and range: compensation is USD 68,000 - 102,000; confirm currency handling for Nigeria.
• The listing does not state visa or work-authorization notes; confirm if eligibility is required.