Technical CX Specialist

About the role

Harvey is transforming how legal and professional services operate by combining frontier AI, an enterprise-grade platform, and deep domain expertise. This role owns the frontline customer experience as part of the global support team, delivering empathetic, efficient support to enterprise customers.

What you'll do

• Serve as the first point of contact for customer support inquiries, delivering empathetic, accurate, and timely resolutions.
• Juggle multiple priorities and tasks to maintain a high level of service.
• Troubleshoot issues including AI output quality, app login, feature requests, REST APIs, error logs, and authentication tokens.
• Maintain reliable coverage during assigned shifts and escalate complex issues as needed.
• Collaborate with other teams to resolve customer issues and contribute to the overall customer experience.
• Document interactions and feedback to improve support materials and processes.

What they're looking for

• 3+ years in a technical support role delivering premium support to large enterprise customers for AI driven products.
• Exceptional empathy and a genuine desire to help and connect with customers.
• Strong problem solving and creative thinking for complex issues.
• Excellent organizational skills and ability to manage multiple tasks.
• Strong written and verbal communication, with ability to explain API concepts to non-technical users.
• Familiarity with CRM tools; experience with Intercom is a plus.

For applicants in Nigeria

• The listing states remote candidates open to specific US states; Nigeria eligibility is not stated.
• The listing does not state a timezone requirement; confirm before interviewing.
• The listing does not specify contractor vs employee or pay currency; confirm during interview.
• The listing does not state visa or work authorization requirements; confirm during interview.