AI Knowledge Base Lead

Harvey; New York (NY); On-site; USD 88,000 - 132,000; Full time

Job summary

Harvey is seeking a CX Knowledge Specialist to consolidate product knowledge into a single AI-friendly foundation. You’ll own the knowledge base, write clear articles, and keep content accurate as weekly releases ship, collaborating with Enablement and Product.

You’ll translate complex product and legal details into retrievable content, apply taxonomy and metadata, and use ticket and search data to prioritize improvements for a fast-paced AI-first support org.

Qualifications

• 5+ years in knowledge management, support operations, technical writing, or content operations.
• Hands-on with knowledge base platforms (Zendesk, Notion) at scale.
• Comfort using LLMs in daily workflow to write or improve content.
• Systems thinker who can turn complex details into clear retrievable content.
• Able to keep up with Harvey's rapid weekly product changes and data-driven decisions.
• Builds relationships with cross-functional SMEs to drive content adoption.

Responsibilities

• Audit fragmented content and consolidate into a single knowledge foundation.
• Own the knowledge base: articles, troubleshooting guides, how-tos, best practices.
• Structure knowledge with taxonomy, metadata, and templates for humans and AI.
• Keep knowledge current with each release and update articles before launches.
• Close knowledge gaps by triaging feedback and updating sources.
• Mine ticket signals, search logs, and escalations to find missing content and high-deflection areas.
• Build AI-assisted workflows for drafting and detecting stale content.
• Run review cycles, assignments, versioning, and archiving to stay accurate as product changes.
• Serve as day-to-day contact for SMEs to review and adopt content.

Skills

Knowledge management

Technical writing

Content operations

Strong writing

Systems thinking

LLM usage

Data-driven

Tools

Zendesk

Notion

Job description

Harvey is seeking a CX Knowledge Specialist to consolidate product knowledge into a single AI-friendly foundation. You’ll own the knowledge base, write clear articles, and keep content accurate as weekly releases ship, collaborating with Enablement and Product.

You’ll translate complex product and legal details into retrievable content, apply taxonomy and metadata, and use ticket and search data to prioritize improvements for a fast-paced AI-first support org.