Technical CX Specialist – EMEA (Wed–Sun)

Harvey; Greater London; Hybrid; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Hybrid work

Onboarding program

Development stipend

Cross-functional projects

Growing team

Job summary

Harvey is seeking a Customer Experience Specialist to be the frontline support for our enterprise customers, reporting to the CX Manager. You will solve complex problems with empathy and clear communication, across APIs, access issues, and product-related requests.

The role operates on a fixed Wednesday-Sunday schedule with weekend coverage and a structured hybrid setup: 3 days in the office, 2 days remote, aimed at delivering premium support and customer delight.

Qualifications

• 3+ years in fast-paced technical support for enterprise AI products.
• Excellent written and verbal communication.
• Strong problem-solving and critical-thinking abilities.
• Organised and adaptable with multitasking.

Responsibilities

• Serve as first point of contact for customer inquiries with timely resolutions across technical and product-related issues.
• Handle multiple priorities while maintaining high responsiveness during shifts.
• Collaborate with teammates and cross-functional partners to troubleshoot issues and improve the experience.
• Maintain up-to-date knowledge of products, features, and services to provide informed support.
• Document interactions and feedback to support product/process improvements.
• Own tasks independently while contributing to team workflows.

Skills

Empathy

Communication

API knowledge

CRM tools

Problem solving

Cross-functional collaboration

Job description

Why Harvey

At Harvey, we’re transforming how legal and professional services operate. By combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise, we’re reshaping how critical knowledge work gets done for decades to come.

This is a rare chance to help build a generational company at a true inflection point. We have strong product-market fit and world-class investor support. We’re scaling fast and defining a new category in real time. The work is ambitious, the bar is high, and the opportunity for growth — personal, professional, and financial — is unmatched.

Our team moves fast, takes ownership, and is deeply committed to the mission — operating with intensity, staying close to our customers, and pushing each other for excellence. We live by three values: Decisiveness, Simplicity, and Job's Not Finished. We act quickly on clear judgment over perfect information, we believe simplicity is what scales, and we're never satisfied with where we are. If you want to do the best work of your career alongside people who share that drive, we'd love to build with you.

At Harvey, the future of professional services is being written today — and we’re just getting started.

Role Overview

As a Customer Experience Specialist, you will be the frontline support within the Customer Experience team, reporting to the CX Manager. Your role is crucial in providing empathetic and efficient support to our customers. We are seeking someone who loves problem-solving, is adept at handling multiple priorities, and is passionate about working with enterprise customers to ensure a seamless support experience.

This role follows a fixed Wednesday-Sunday schedule, with weekend coverage included as part of the standard five-day workweek.

What You’ll Do

• Serve as the first point of contact for customer support inquiries, delivering empathetic, accurate, and timely resolutions across a range of technical and product-related issues (including AI output quality, app access, APIs, authentication, and error logs).
• Manage multiple competing priorities while maintaining a high level of responsiveness, reliability, and accountability during assigned support shifts.
• Collaborate effectively with teammates and cross-functional partners to troubleshoot complex issues, elevate when appropriate, and contribute to a strong overall customer experience.
• Maintain deep, up-to-date knowledge of products, features, and services to provide informed, current support.
• Document customer interactions, issues, and feedback to support continuous improvement of products, processes, and support materials (e.g., FAQs and knowledge base articles).
• Own tasks independently while contributing thoughtfully to team workflows and the ongoing refinement of support processes.

What We Offer

• Structured hybrid working arrangement: 3 days in office, 2 days working from home
• A comprehensive 4-week onboarding and training program designed to set you up for success from day one
• Professional development stipend to support your continued learning and growth
• Opportunities to work on cross-functional projects and initiatives that impact user operations company-wide
• Be part of building something special as we continue to build support operations at Harvey

What You Have

• 3+ years of proven experience in a fast-paced technical support role, delivering white-glove or premium support to large enterprise customers for AI-driven products.
• Exceptional empathy and communication skills (written and verbal), with the ability to build trust, connect with customers, and clearly explain complex technical concepts to both technical and non-technical audiences.
• Strong problem-solving and critical-thinking abilities, with a creative approach to diagnosing and resolving complex issues. Highly organised and adaptable, able to manage multiple tasks and competing priorities effectively.
• Solid understanding of APIs, with the ability to troubleshoot and articulate API-related concepts clearly.
• Proficiency with customer support tools and CRM systems.
• Collaborative team player who builds positive cross-functional relationships while contributing effectively in a shared environment.
• Demonstrated passion for learning and continuous improvement, with a commitment to staying current on industry trends and best practices.

Depending on your location, an Applicant Privacy Notice may apply to you. You can find all of our Applicant Privacy Notices [here].

#LI-LM1

Harvey is an equal opportunity employer and does not discriminate on the basis of race, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, or any other basis protected by law.

We are committed to providing reasonable accommodations to applicants with disabilities, and requests can be made by emailing Find Jobs in United Kingdom on Arbeitnow