EMEA Enterprise AI Technical CX Lead

Speedrun Talent Network; Greater London; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

Harvey is seeking a Technical Customer Experience Specialist to be the frontline for enterprise customers, owning technical issues from first response through root cause. You will work on AI-driven products, collaborate across departments, and adapt to shifting priorities in a fast-paced, global support team.

You will wear multiple hats as the product scales, with on-call rotations outside standard hours. The role blends empathy, problem-solving, and deep product knowledge to drive exceptional

Qualifications

• 3+ years proven experience in a technical support role, in a fast-paced environment providing “white glove” or “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 skills, with the ability to think creatively and resolve complex issues.
• Excellent organisational skills, capable of managing multiple tasks and priorities effectively.
• Comfortable operating with ambiguity in a fast-moving environment, with a track record of taking ownership.
• Strong communication skills, both written and verbal, with the ability to convey complex information in an understandable manner.
• Understanding of APIs, and ability to explain complex API concepts to both technical and non-technical customers.
• Familiarity with customer support tools and CRM systems; experience with Zendesk, Salesforce is a plus.

Responsibilities

• Serve as the first point of contact for customer support inquiries, delivering empathetic, accurate, and timely resolutions.
• Juggle multiple competing priorities and tasks, ensuring a high level of service and responsiveness.
• Own technical issues across topics like AI output quality, login and SSO, authentication and tokens, REST API integrations, and error logs, working each to root cause by confirming scope, ruling out configuration and environment, and knowing why a fix will work before sending it.
• Investigate with Datadog, Omni, Snowflake, and Auth0, and use Claude Code and the Datadog MCP integration to get to answers faster.
• Maintain a high standard of reliability and accountability, ensuring consistent coverage and follow-through during assigned shifts.
• Collaborate with team members to troubleshoot complex issues, escalating them appropriately when needed.
• Maintain a deep understanding of our products and services to provide knowledgeable support.
• Document customer interactions and feedback to aid in continuous improvement of our services.
• Work closely with other departments to resolve customer issues and contribute to the overall customer experience.
• Collaborate effectively as part of a team while confidently owning and executing tasks independently.
• Stay informed of new product features and updates to provide accurate and current support.
• Contribute to the development and refinement of support processes and materials, such as FAQs and knowledge base articles.

Skills

Technical support

Empathy

Problem solving

Communication

APIs

Team collaboration

On-call availability

Tools

Zendesk

Salesforce

Job description

Harvey is seeking a Technical Customer Experience Specialist to be the frontline for enterprise customers, owning technical issues from first response through root cause. You will work on AI-driven products, collaborate across departments, and adapt to shifting priorities in a fast-paced, global support team.

You will wear multiple hats as the product scales, with on-call rotations outside standard hours. The role blends empathy, problem-solving, and deep product knowledge to drive exceptional