AI-Driven CX Knowledge Architect

Harvey; San Francisco (CA); Presencial; USD 88 000 - 132 000; Tempo integral

Resumo da oferta

Harvey is rewriting how professional services knowledge is captured and used. The CX Knowledge Specialist will own the articles, troubleshooting guides, and product knowledge that support agents and AI systems rely on, consolidating them into one reliable foundation that evolves with weekly software releases.

You’ll structure content for both humans and AI, apply taxonomy and metadata, and ensure accuracy as the product moves.

Qualificações

• 5+ years in knowledge management, support operations, or content operations.
• Experience with knowledge base platforms (Zendesk, Notion).
• Able to speak concretely about using LLMs to write or improve content.
• Strong writer with ability to turn complex technical or legal details into clear content.
• Comfortable operating in Harvey's fast-paced weekly product cycle.

Responsabilidades

• Audit fragmented content surfaces and migrate into a single knowledge foundation.
• Own the knowledge base across articles, guides, and best practices.
• Structure knowledge for humans and AI using taxonomy and metadata.
• Keep content current with every product release and enablement training.
• Triage feedback and fix gaps by updating source material.
• Identify missing content from signals and prioritize fixes.
• Build AI-assisted workflows for drafting and refreshing content.
• Run review cycles, ownership, and archiving for accuracy.
• Serve as day-to-day contact for SMEs to validate and adopt content.

Conhecimentos

Knowledge management

Technical writing

Content operations

Content strategy

LLMs in workflow

Cross-functional collaboration

Formação académica

Experience with knowledge base platforms

Ferramentas

Zendesk

Notion

Descrição da oferta de emprego

Harvey is rewriting how professional services knowledge is captured and used. The CX Knowledge Specialist will own the articles, troubleshooting guides, and product knowledge that support agents and AI systems rely on, consolidating them into one reliable foundation that evolves with weekly software releases.

You’ll structure content for both humans and AI, apply taxonomy and metadata, and ensure accuracy as the product moves.