AI-Driven CX Knowledge Architect

Speedrun Talent Network; Harvey (IL); On-site; USD 88,000 - 132,000; Full time

Job summary

Harvey is seeking a CX Knowledge Specialist to own and evolve the knowledge foundation that powers our AI-enabled support. You will consolidate scattered knowledge into a single, structured base, ensure accuracy with every product release, and partner with Enablement on training for launches.

You’ll write and organize content for humans and AI, using taxonomy and templates, while leveraging ticket data to prioritize improvements and keep content aligned with weekly product updates.

Qualifications

• 5+ years of experience in knowledge management, support operations, technical writing, or content operations.
• Hands-on experience with knowledge base platforms (Zendesk, Notion, or similar), including structuring, migrating, and maintaining content at scale.
• Comfortable using LLMs in daily workflow, and able to speak concretely to how you've used them to write, maintain, or improve content.
• A systems thinker who likes structure, and a strong writer who can turn complex technical or legal-product details into clear, retrievable content.
• Comfortable operating at Harvey's pace, where the product changes weekly and content needs to keep up without waiting for a perfect process.
• Uses data (ticket trends, search behavior, QA findings) to decide what to write or fix next, rather than working from a static backlog.
• Builds strong working relationships with cross-functional SMEs quickly, and can get content reviewed and adopted without direct authority.

Responsibilities

• Audit today's fragmented content surfaces: inventory and tag what exists, flag what's duplicate or stale, and migrate it into one knowledge foundation.
• Own the knowledge base: product support articles, troubleshooting guides, how-tos, and product best practices that specialists and the AI Support agent rely on.
• Structure knowledge for both humans and AI. Apply taxonomy, metadata, and templates consistently, and write articles that retrieve and chunk cleanly for the AI Support agent as well as for specialists.
• Keep knowledge current through every release. Track what Product ships, and update or create the affected articles before launch so they're ready for the Enablement Specialists' training and for the AI Support agent.
• Close knowledge gaps at the source by owning the feedback loop. Triage reports of inaccurate, missing, or buried content from downstream teams, then update the source material.
• Mine ticket signals, search logs, and agent escalations to find missing content, stale articles, and areas with high deflection potential, then prioritize fixes.
• Build AI-assisted workflows for drafting, refreshing, and detecting stale content (prompts, automations, review queues) so knowledge scales without adding headcount.
• Run review cycles, ownership assignments, versioning, and archiving so content stays accurate as the product changes weekly.
• Serve as the day-to-day contact for SMEs in Product, Engineering, AI Support, and GTM Enablement to get content reviewed, validated, and adopted.

Skills

Knowledge management

Support operations

Technical writing

Content operations

LLM workflows

Tools

Zendesk

Notion

Job description

Harvey is seeking a CX Knowledge Specialist to own and evolve the knowledge foundation that powers our AI-enabled support. You will consolidate scattered knowledge into a single, structured base, ensure accuracy with every product release, and partner with Enablement on training for launches.

You’ll write and organize content for humans and AI, using taxonomy and templates, while leveraging ticket data to prioritize improvements and keep content aligned with weekly product updates.