AI-Driven SaaS CX Specialist

Harvey

New York (NY)

On-site

USD 68,000 - 102,000

Full time

3 days ago

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Job summary

Harvey is hiring a Customer Experience Specialist in New York for a fast-growing SaaS company. You will handle high-volume, non-technical support tickets, delivering empathetic, accurate responses and guiding users through Harvey's product.

The role offers growth within a technical product environment and opportunities to develop broader skills. You will use Zendesk/Salesforce and AI tools, maintain ticket hygiene, and escalate when needed.

Qualifications

2 years of professional experience in customer support at a SaaS company in the technology industry.
Experience with customer support platforms (Zendesk, Salesforce) and working fluency with AI tools.
Strong written communication, professional tone, and audience awareness.
Comfort in a fast-paced, high-growth environment with limited documentation.
Excellent organizational skills and disciplined ticket hygiene.
Growth mindset and eagerness to learn technical concepts over time.

Responsibilities

Act as the first point of contact for non-technical support inquiries with empathy and accuracy.
Route tickets appropriately and escalate when needed to a senior specialist.
Own your queue and meet SLA targets without compromising quality.
Tag and categorize tickets for team-wide reporting and trend visibility.
Maintain knowledge of Harvey's core product features to guide users.
Follow playbooks and macros; flag gaps to improve documentation.
Contribute to FAQs and knowledge base to reduce recurring questions.
Collaborate with Customer Education to improve self-serve content.
Adapt and excel in a rapidly evolving startup environment.