AI-Driven CX Pro for Fast-Growth SaaS

Harvey, Inc.; San Francisco (CA); Hybrid; USD 68,000 - 102,000; Full time

Job summary

Harvey, Inc. is seeking a Customer Experience Specialist to be the first line of support for internal teams and external customers. You will handle a high volume of non-technical tickets, provide accurate guidance, and grow toward more complex, technical workflows.

You will work with Zendesk/Salesforce, expand AI tool usage, and join a fast-paced startup that values decisiveness, simplicity, and continuous learning. Compensation reflects rapid growth and market norms in the US.

Qualifications

• 2 years of professional experience in customer support at a SaaS company in the technology industry.
• Experience with customer support platforms (e.g. Zendesk, Salesforce) and working fluency with AI tools (e.g. ChatGPT, Claude, Gemini).
• Strong written communication skills; clear, professional, and appropriately calibrated to the audience.
• Comfort working in a fast-paced, high-growth environment with competing priorities and limited process documentation.
• High process consistency: you follow established workflows reliably and flag when something doesn't fit the playbook.
• Excellent organisational skills and attention to detail, including disciplined ticket hygiene.
• Comfort with ambiguity; you can make sound judgment calls and move forward without having every answer.
• Growth mindset and eagerness to learn technical concepts over time.

Responsibilities

• Act as the first point of contact for non-technical support inquiries, ensuring timely, empathetic, and accurate responses.
• Exercise sound judgment on ticket routing; knowing when to resolve independently and when to elevate to a senior support specialist.
• Own your queue: manage ticket volume against SLA targets without sacrificing response quality.
• Apply consistent, accurate ticket tagging and categorization to support team-wide reporting and trend visibility.
• Maintain a strong working knowledge of Harvey's core product features to provide clear guidance.
• Follow established playbooks and macros with precision; flag gaps or inconsistencies to improve them.
• Contribute to FAQs, internal guides, and knowledge base articles to streamline support for recurring questions.
• Partner with the Customer Education team to flag areas where self-serve content can reduce repeat contact volume.
• Stay adaptable and proactive in a rapidly evolving startup environment.

Skills

Customer support

Written communication

Attention to detail

Growth mindset

Time management

Tools

Zendesk

Salesforce

ChatGPT

Claude

Gemini

Job description

Harvey, Inc. is seeking a Customer Experience Specialist to be the first line of support for internal teams and external customers. You will handle a high volume of non-technical tickets, provide accurate guidance, and grow toward more complex, technical workflows.

You will work with Zendesk/Salesforce, expand AI tool usage, and join a fast-paced startup that values decisiveness, simplicity, and continuous learning. Compensation reflects rapid growth and market norms in the US.