AI Support Lead

Harvey; New York (NY); On-site; USD 200,000 - 280,000; Full time

Job summary

Harvey is seeking a leader to own our conversational AI and chatbot program end to end—vendor relationships, the customer-facing Help Center chatbot, and internal AI agents for CX. This early-stage role offers high leverage to shape the platform and drive adoption across teams.

You will build a team, partner with Support Operations and Engineering to ensure clean integrations, and base decisions on clear metrics such as containment, deflection, CSAT, and escalation rates.

Qualifications

• Proven track record owning a conversational AI program end to end.
• Fluent in metrics proving program effectiveness: containment, deflection, resolution quality, CSAT on AI-assisted interactions, escalation rate.
• Experience in hiring, developing, and holding people accountable to clear goals.
• Strong cross-functional operator: partner with Support Ops and Engineering for clean tool integration, and act as internal AI expert.
• Comfortable owning a vendor relationship—managing the platform, not just using it.

Responsibilities

• Own Harvey's Help Center chatbot and internal AI agent, with clear performance metrics.
• Help other CX leads derive more value from AI in their workflows.
• Proactively manage vendor pilots, evaluate outcomes with data, and iterate.
• Represent the program credibly to cross-functional leadership in reviews.
• Build and scale a team under the program as it proves success.

Skills

Conversational AI

Vendor management

People management

Cross-functional collaboration

Analytics & reporting

Tools

Sierra

Decagon

Forethought

Zendesk

BI tooling

Job description

Why Harvey

At Harvey, we're transforming how legal and professional services operate. By combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise, we're reshaping how critical knowledge work gets done for decades to come.

This is a rare chance to help build a generational company at a true inflection point. We have strong product-market fit and world-class investor support. We're scaling fast and defining a new category in real time. The work is ambitious, the bar is high, and the opportunity for growth - personal, professional, and financial - is unmatched.

Our team moves fast, takes ownership, and is deeply committed to the mission - operating with intensity, staying close to our customers, and pushing each other for excellence. We live by three values: Decisiveness, Simplicity, and Job's Not Finished. We act quickly on clear judgment over perfect information, we believe simplicity is what scales, and we're never satisfied with where we are.

At Harvey, the future of professional services is being written today - and we're just getting started.

Role Overview

Own Harvey's conversational AI and chatbot mandate end to end: the vendor relationship for the platform, the customer-facing Help Center chatbot, and the internal AI agent working inbound email tickets, plus acting as the internal AI expert for the rest of CX Operations.

This is an early-stage, high-leverage mandate. The roadmap is this person's to define, not inherit, and the scope is expected to expand beyond support into broader CX and product-adoption use cases for conversational AI over time.

What You'll Do

• The Help Center chatbot and internal email-ticket AI agent are live, owned, and improving against clear metrics

• Other CX leads are getting measurably more out of AI in their own workflows because of this person's involvement

• The vendor relationship is managed proactively - pilots are structured, evaluated, and iterated on with real performance data

• This program is represented credibly to cross-functional leadership in MBR/QBR-style settings

• A team is being built underneath this person as the program's success justifies it

Tooling context: Conversational AI/chatbot platforms (e.g. Sierra, Decagon, Forethought - strong plus if direct experience), Zendesk or similar support platform, reporting/BI tooling

What You Have

• Proven track record owning a conversational AI/chatbot program end to end - vendor relationship, roadmap, conversation design and escalation logic, and accountability for the business outcomes. Not scoped or piloted - owned and shipped.

• Fluent in the metrics that prove a program is working: containment rate, deflection rate, resolution quality, CSAT on AI-assisted interactions, human escalation rate - and comfortable building and defending reporting on them

• Real people management experience - hiring, developing, and holding people accountable to clear goals, since this person will grow the team once initial success is achieved

• Strong cross-functional operator: can partner with Support Operations and Engineering so tooling integrates cleanly, and can act as the internal AI expert helping other CX leads move their own metrics

• Comfortable owning a vendor relationship directly - not just using a platform, but managing it

Compensation

$200,000 - $280,000 USD

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Harvey is an equal opportunity employer and does not discriminate on the basis of race, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, or any other basis protected by law.

We are committed to providing reasonable accommodations to applicants with disabilities, and requests can be made by emailing [e-mail]