AI-Driven Knowledge Architect for CX Excellence

Harvey AI; San Francisco (CA); On-site; USD 88,000 - 132,000; Full time

Job summary

Harvey AI is seeking a CX Knowledge Specialist to own the source of truth for articles, troubleshooting guides, and product knowledge used by specialists and our AI support agent. You will consolidate scattered content into one well-structured foundation and keep it accurate as the product moves weekly.

You will work with Enablement, Product, Engineering, and GTM teams to ensure content meets human and AI needs, triage feedback, and build scalable workflows that reduce ticket volume and improve

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 explaining how they've used them to write, maintain, or improve content.
• A systems thinker who can structure content and write clearly, turning complex technical or legal-product details into retrievable content.
• Able to keep up with Harvey's rapid product changes and maintain current content.

Responsibilities

• Audit fragmented content, tag duplicates or stale items, and migrate to a single knowledge foundation.
• Own the knowledge base: product articles, troubleshooting guides, how-tos, and best practices.
• Structure knowledge for humans and AI with taxonomy, metadata, and templates.
• Keep knowledge current with every release and update articles before launches.
• Close knowledge gaps by triaging feedback and updating source material.
• Mine ticket signals and logs to identify missing or stale content and prioritize fixes.
• Build AI-assisted workflows for drafting, refreshing, and detecting stale content.
• Run review cycles, ownership, versioning, and archiving to stay accurate as products change.
• Serve as the day-to-day contact for SMEs to get content reviewed and adopted.

Skills

Knowledge management

Support operations

Technical writing

Content operations

Tools

Zendesk

Notion

Job description

Harvey AI is seeking a CX Knowledge Specialist to own the source of truth for articles, troubleshooting guides, and product knowledge used by specialists and our AI support agent. You will consolidate scattered content into one well-structured foundation and keep it accurate as the product moves weekly.

You will work with Enablement, Product, Engineering, and GTM teams to ensure content meets human and AI needs, triage feedback, and build scalable workflows that reduce ticket volume and improve