Enterprise Tech CX Specialist - Premium AI Support

Harvey, Inc.; Singapore; Hybrid; SGD 60,000 - 100,000; Full time

Benefits offered by this job

Hybrid work model (3 days in office, 2

4-week onboarding and training

Professional development stipend

Cross-functional project exposure

Be part of building something special

Job summary

Harvey is seeking a Technical CX Specialist to join our CX team in delivering empathetic, high-quality support for AI-driven products to enterprise customers. You will be the frontline contact, handling complex issues with agility, and collaborating across product and engineering teams to drive excellent customer experiences.

The role emphasizes problem-solving, multi-tasking, and continuous learning in a fast-paced environment with a hybrid work setup.

Qualifications

• 3+ years of proven experience in a fast-paced technical support role delivering premium support to large enterprise customers for AI-driven products.
• Exceptional empathy and communication skills (written and verbal), with the ability to build trust and explain complex technical concepts.
• 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.
• Demonstrated passion for learning and continuous improvement.

Responsibilities

• Serve as the first point of contact for customer support inquiries, delivering empathetic, accurate, and timely resolutions across technical and product issues.
• Manage multiple competing priorities while maintaining high responsiveness and accountability.
• Collaborate with teammates and cross-functional partners to troubleshoot issues and escalate when appropriate.
• Maintain up-to-date knowledge of products, features, and services to provide informed support.
• Document customer interactions and feedback to support continuous improvement of products and processes.
• Own tasks independently while contributing to team workflows.

Skills

Empathy & communication

Problem solving

API understanding

CRM systems

Tools

APIs

CRM systems

Job description

Harvey is seeking a Technical CX Specialist to join our CX team in delivering empathetic, high-quality support for AI-driven products to enterprise customers. You will be the frontline contact, handling complex issues with agility, and collaborating across product and engineering teams to drive excellent customer experiences.

The role emphasizes problem-solving, multi-tasking, and continuous learning in a fast-paced environment with a hybrid work setup.