Global Customer Experience Manager — AI-Driven Support

Speedrun Talent Network; San Francisco, Northern (CA, KY); Hybrid; USD 144,000 - 216,000; Full time

Job summary

Harvey is seeking a Customer Experience Manager to lead a high-performing global support team serving lawyers and professional services. You will balance strategic oversight with hands-on execution, driving improvements across First Response Time, Resolution Time, QA, and cSAT.

You will own escalations end-to-end, partner with Product and Engineering, and help shape the support org's culture and cadence. This role offers substantial growth and compensation at scale.

Qualifications

• 8+ years in customer support or customer experience, including 4+ years managing teams in a high-volume environment serving enterprise customers.
• Comfortable operating at Harvey's pace, not a typical enterprise pace.
• A deep focus on the customer, and real satisfaction in solving problems that hinder their work.
• You are genuinely invested in developing your team, and you know a high bar is part of that.
• You manage close to the work and understand what your team's tickets look like.
• A change you made to how a support team works that produced a step change.
• Ownership of a metric set (FRT, TTR, cSAT, QA, backlog, deflection) and ability to build reporting.
• You understand enterprise escalations, from severity judgment through the customer conversation.
• You can take a process improvement from idea to shipped yourself.
• Day-to-day proficiency using AI tools in a production support workflow.

Responsibilities

• Run day-to-day support delivery for your region: queue and coverage, triage and handoff, and escalation judgment, measured by First Response Time, Resolution Time, QA, and cSAT.
• Set individual performance expectations and stay close enough to the work to spot drift early.
• Own escalations end to end: triage and severity judgment, customer communication through to resolution, and bug reports to Engineering.
• Take part in the on-call rotation for customer-impacting incidents and coordinate response.
• Drive adoption of AI tools and systems across triage, drafting, deflection, and QA.
• Track region performance and share best practices across the global team.
• Forecast coverage and staffing against volume and flag gaps.
• Hire, onboard, and develop team members for future growth.

Skills

Customer Experience

Leadership

Enterprise Support

AI tools

Metrics & Reporting

Tools

Zendesk

Salesforce

Omni

Snowflake

Job description

Harvey is seeking a Customer Experience Manager to lead a high-performing global support team serving lawyers and professional services. You will balance strategic oversight with hands-on execution, driving improvements across First Response Time, Resolution Time, QA, and cSAT.

You will own escalations end-to-end, partner with Product and Engineering, and help shape the support org's culture and cadence. This role offers substantial growth and compensation at scale.