Enterprise AI CX Specialist – Premium Support

Harvey; Northern (KY); Hybrid; USD 70,000 - 110,000; Full time

Job summary

Harvey is seeking a Customer Experience Specialist to join a global support team. You will provide empathetic, efficient support to enterprise customers, resolving issues across AI-driven products and integrations. The role demands problem-solving, multi-tasking, and strong API literacy within a fast-paced environment.

You will stay current on product updates, collaborate across departments, and help refine support processes while delivering premium, white-glove service to high-value customers.

Qualifications

• 3+ years in a technical support role for enterprise AI products.
• Able to convey complex concepts clearly to technical and non-technical customers.
• Experience with APIs and explaining API concepts to customers.
• Proven ability to manage multiple tasks and priorities in a fast-paced environment.
• Comfort working cross-functionally across departments to resolve issues.

Responsibilities

• Serve as the first point of contact for customer support inquiries with empathy and accuracy.
• Handle multiple priorities while maintaining high service levels and responsiveness.
• Troubleshoot issues including AI output quality, login, feature requests, REST APIs, error logs, and authentication.
• Maintain reliable coverage and follow-through during assigned shifts.
• Collaborate with team members to troubleshoot complex issues and escalate when needed.
• Develop deep product knowledge to provide informed support to customers.
• Document customer interactions to aid in continuous service improvement.
• Work with other departments to resolve issues and enhance customer experience.
• Contribute to refining support processes and knowledge base materials.
• Stay informed about product updates to provide current support.

Skills

Empathy

Problem-solving

Communication

Multi-tasking

API understanding

Intercom

Team collaboration

Learning mindset

Tools

Intercom

Job description

Harvey is seeking a Customer Experience Specialist to join a global support team. You will provide empathetic, efficient support to enterprise customers, resolving issues across AI-driven products and integrations. The role demands problem-solving, multi-tasking, and strong API literacy within a fast-paced environment.

You will stay current on product updates, collaborate across departments, and help refine support processes while delivering premium, white-glove service to high-value customers.