Technical CX Specialist

Precision Labs; Singapore; Hybrid; SGD 60,000 - 100,000; Full time

Benefits offered by this job

Hybrid work arrangement

4-week onboarding

Professional development stipend

Cross-functional projects

Build CX operations

Job summary

Harvey is building an enterprise AI-driven platform and seeks a Technical CX Specialist to join the Customer Experience team, reporting to the CX Manager. You will be the frontline support for enterprise customers, solving problems and ensuring a seamless experience.

You will maintain product knowledge, collaborate across teams, document feedback, and contribute to continuous improvement. We require 3+ years in technical support, strong empathy, excellent communication, and a passion for

Qualifications

• 3+ years in a fast-paced technical support role for enterprise AI products.
• Ability to explain complex technical concepts to technical and non-technical audiences.
• Strong empathy and communication skills.
• Proven problem-solving and prioritization under pressure.

Responsibilities

• Serve as the first point of contact for customer support inquiries and provide timely resolutions.
• Manage multiple priorities with high responsiveness during shifts.
• Collaborate with teammates and cross-functional partners to troubleshoot and escalate as needed.
• Maintain deep knowledge of products, features, and services.
• Document interactions and feedback to improve products and support materials.
• Own tasks independently while contributing to team workflows.

Skills

Empathy

Communication skills

Problem-solving

Organised

APIs understanding

CRM tools

Team collaboration

Learning mindset

Tools

CRM systems

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 Technical CX Specialist, you will be the frontline support within the CX (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.

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, escalates 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 CX 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.

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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 [e-mail]