Enterprise AI CX Specialist - EMEA

Harvey; Greater London; On-site; GBP 50,000 - 90,000; Full time

Job summary

Harvey is recruiting a Technical Customer Experience Specialist to be on the frontline of our global support team. You will assist legal, tax, and finance professionals at some of the world’s largest firms, owning technical issues from first response through root cause.

This role requires problem-solving, empathy, and strong technical instincts as Harvey scales rapidly. Shift schedules may include hours outside local business hours to support our global customers.

Qualifications

• 3+ years in a technical support role for AI-driven products in a fast-paced environment.
• Demonstrated empathy and a genuine desire to help customers.
• Strong problem-solving skills with the ability to resolve complex issues.
• Excellent organizational skills and ability to manage multiple priorities.
• Comfortable operating with ambiguity in a fast-moving environment and taking ownership.
• Strong communication skills, written and verbal, to explain complex info clearly.
• Understanding of APIs and ability to explain API concepts to non-technical customers.
• Experience with customer support tools/CRM systems (Zendesk, Salesforce is a plus).
• Ability to work collaboratively and build cross-department relationships.
• Willingness to participate in an on-call rotation outside scheduled hours.

Responsibilities

• Serve as the first point of contact for customer inquiries, delivering empathetic, accurate resolutions.
• Juggle multiple priorities to maintain high levels 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; confirm scope and root cause.
• Investigate with Datadog, Omni, Snowflake, and Auth0 to reach answers faster.
• Maintain reliability and accountability; ensure coverage during assigned shifts.
• Collaborate with team members to troubleshoot and escalate when needed.
• Maintain deep understanding of Harvey products and services for knowledgeable support.
• Document customer interactions to aid continuous improvement of services.
• Work with other departments to resolve issues and improve the customer experience.
• Collaborate as a team while owning and executing tasks independently.
• Stay updated on product features and updates to provide accurate support.
• Contribute to development of support processes and knowledge base articles.

Skills

Empathy

Problem solving

Communication skills

APIs understanding

Team collaboration

On-call readiness

Organizational skills

Ambiguity tolerance

CRM tools (Zendesk Salesforce)

Tools

Zendesk

Salesforce

Datadog

Job description

Harvey is recruiting a Technical Customer Experience Specialist to be on the frontline of our global support team. You will assist legal, tax, and finance professionals at some of the world’s largest firms, owning technical issues from first response through root cause.

This role requires problem-solving, empathy, and strong technical instincts as Harvey scales rapidly. Shift schedules may include hours outside local business hours to support our global customers.