CX Knowledge Specialist

Harvey; United States; Remote; USD 88,000 - 132,000; Full time

Benefits offered by this job

Comprehensive health

Dental and vision coverage

401k match up to 4%

Flexible PTO

Job summary

Harvey is seeking a CX Knowledge Specialist to own and evolve our knowledge base in a fully remote, full-time capacity. You will collaborate with Product, Engineering, AI Support, and GTM Enablement to ensure content remains accurate, retrievable, and scalable as the product updates weekly.

We value experience in knowledge management and content operations, plus hands-on use of Zendesk or Notion. You will leverage data from tickets and search logs to guide what to write next and help both human

Qualifications

• 5+ years in knowledge management, support operations, or content ops.
• Experience with knowledge base platforms like Zendesk or Notion.
• Familiar with using LLMs in daily workflows for content creation and maintenance.

Responsibilities

• Audit today's content surfaces and tag duplicates or stale items.
• Own the knowledge base and ensure articles support both humans and AI.
• Structure content with taxonomy, metadata, and templates for AI retrieval.
• Update knowledge with every product release to support training and AI agents.
• Triage feedback on content accuracy and missing articles for quick fixes.
• Analyze ticket trends and logs to identify missing or stale content.
• Build AI-assisted workflows for drafting, refreshing, and detecting gaps.
• Coordinate with SMEs for content reviews and timely adoption.

Skills

Knowledge management

Support operations

Technical writing

Content operations

Tools

Zendesk

Notion

Job description

CX Knowledge Specialist

Location Remote

Employment Type Full time

Location Type Remote

Department Customer Experience

$88K – $132K Offers Equity Offers Bonus

• Comprehensive health
• dental and vision coverage
• retirement benefits (401k match up to 4%)
• flexible PTO.

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. If you want to do the best work of your career alongside people who share that drive, we'd love to build with you.

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

Role Overview

Harvey ships product every week, and every release changes what our customers, our support specialists, and our AI Support agent need to know. Today that knowledge lives across fragmented surfaces, and the gap between what's shipped and what's documented shows up directly in ticket volume, resolution time, and the quality of answers customers get.

What You’ll Do

• 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 that specialists and the AI Support agent rely on.
• Structure knowledge for both humans and AI. Apply taxonomy, metadata, and templates consistently, and write articles that retrieve and chunk cleanly for the AI Support agent as well as for specialists.
• Keep knowledge current through every release. Track what Product ships, and update or create the affected articles before launch so they're ready for the Enablement Specialists' training and for the AI Support agent.
• Close knowledge gaps at the source by owning the feedback loop. Triage reports of inaccurate, missing, or buried content from downstream teams, then update the source material.
• Mine ticket signals, search logs, and agent escalations to find missing content, stale articles, and areas with high deflection potential, then prioritize fixes.
• Build AI-assisted workflows for drafting, refreshing, and detecting stale content (prompts, automations, review queues) so knowledge scales without adding headcount.
• Run review cycles, ownership assignments, versioning, and archiving so content stays accurate as the product changes weekly.
• Serve as the day-to-day contact for SMEs in Product, Engineering, AI Support, and GTM Enablement to get content reviewed, validated, and adopted.

What You Have

• 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.

Compensation

$88,000 - $132,000 USD