CX Knowledge Architect - AI-Driven Support

Harvey AI; Stati Uniti; Remoto; USD 88.000 - 132.000; Tempo pieno

Descrizione del lavoro

Harvey is seeking a CX Knowledge Specialist to consolidate knowledge into a single, scalable foundation for humans and AI. You will own articles, guides, and best practices relied on by specialists and the AI Support agent, ensuring accuracy as product ships weekly.

You'll partner with Enablement Specialists to translate knowledge into training and launch-ready content, applying taxonomy and templates for fast retrieval by both teams and AI systems.

Competenze

• 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 your daily workflow, and able to speak concretely to how you've used them to write, maintain, or improve content.
• A systems thinker who likes structure, and a strong writer who can turn complex technical or legal-product details into clear, retrievable content.
• Comfortable operating at Harvey's pace, where the product changes weekly and content needs to keep up without waiting for a perfect process.
• Uses data (ticket trends, search behavior, QA findings) to decide what to write or fix next, rather than working from a static backlog.
• Builds strong working relationships with cross-functional SMEs quickly, and can get content reviewed and adopted without direct authority.

Mansioni

• Audit today's fragmented content surfaces: inventory and tag what exists, flag what's duplicate or stale, and migrate it into one knowledge foundation.
• Own the knowledge base: product support articles, troubleshooting guides, how-tos, and product best practices used by specialists and the AI Support agent.
• Structure knowledge for humans and AI with taxonomy, metadata, and templates for easy retrieval.
• Keep knowledge current through every release by updating articles before launches for training and AI readiness.
• Close knowledge gaps at the source by triaging feedback and updating content.
• Mine ticket signals, search logs, and escalations to identify missing content and high-deflection areas.
• Build AI-assisted workflows for drafting, refreshing, and detecting stale content to scale knowledge.
• Run review cycles and archiving to maintain accuracy as the product changes weekly.
• Serve as day-to-day contact for SMEs across Product, Engineering, AI Support, and GTM Enablement.

Conoscenze

Knowledge management

Support operations

Technical writing

Content operations

Zendesk

Notion

LLMs in workflow

Strumenti

Zendesk

Notion

Descrizione del lavoro

Harvey is seeking a CX Knowledge Specialist to consolidate knowledge into a single, scalable foundation for humans and AI. You will own articles, guides, and best practices relied on by specialists and the AI Support agent, ensuring accuracy as product ships weekly.

You'll partner with Enablement Specialists to translate knowledge into training and launch-ready content, applying taxonomy and templates for fast retrieval by both teams and AI systems.