AI-Driven CX Knowledge Architect

Speedrun Talent Network; San Francisco (CA); On-site; USD 88,000 - 132,000; Full time

Job summary

Harvey is seeking a CX Knowledge Specialist to consolidate scattered product knowledge into a single, AI-friendly foundation. You’ll own articles, guides, and best practices used by human agents and the AI Support agent.

In this role you’ll collaborate with Enablement, Product, and Engineering to ensure content stays accurate as weekly releases occur, and you’ll leverage data from tickets and searches to prioritize improvements.

Qualifications

• 5+ years of experience in knowledge management, support operations, or content operations.
• Hands-on experience with knowledge base platforms such as Zendesk or Notion.
• Comfortable using large language models (LLMs) in daily workflows.
• Strong writing skills turning complex technical or legal-product details into clear content.
• Able to work at Harvey's fast pace with weekly product changes.

Responsibilities

• Audit today’s fragmented content surfaces and migrate to a single knowledge foundation.
• Own the knowledge base including articles and troubleshooting guides.
• Structure knowledge for humans and AI with taxonomy, metadata, and templates.
• Keep knowledge current through every product release and launch.
• Triage content gaps and update source material based on feedback.
• Mine ticket signals and logs to find missing content and high deflection areas.
• Build AI-assisted workflows for drafting and refreshing content.
• Run review cycles and versioning to keep content accurate.
• Serve as day-to-day contact for SMEs in Product, Engineering, AI Support, GTM Enablement.

Skills

Knowledge management

Support operations

Technical writing

Content operations

LLMs in workflow

Systems thinking

Clear written communication

Tools

Zendesk

Notion

Job description

Harvey is seeking a CX Knowledge Specialist to consolidate scattered product knowledge into a single, AI-friendly foundation. You’ll own articles, guides, and best practices used by human agents and the AI Support agent.

In this role you’ll collaborate with Enablement, Product, and Engineering to ensure content stays accurate as weekly releases occur, and you’ll leverage data from tickets and searches to prioritize improvements.