Global CX Manager — AI-Driven Support Leader

Harvey; San Francisco (CA); On-site; USD 144,000 - 216,000; Full time

Job summary

Harvey is seeking a Customer Experience (CX) Manager to lead a high‑performing support team serving lawyers and professional services. Reporting to the Head of CX, you’ll drive operational excellence and accountability across Harvey's global support organization.

You’ll balance strategic oversight with hands‑on execution, diagnosing issues, coaching staff, and partnering with Product, Engineering, and Go‑to‑Market to implement fixes.

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.
• Deep focus on the customer and real satisfaction in solving problems that make their work easier.
• Invested in developing your team and maintaining a high performance bar.
• Manage close to the work and understand what your tickets look like, not just dashboards.
• 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 reports.
• Understanding enterprise escalations from severity judgment to customer communication and brief Engineering.

Responsibilities

• Run day-to-day support delivery for your region with queue management, triage, and escalation judgment.
• Set performance expectations and coach based on QA results.
• Own end-to-end escalations and coordinate with Product, Engineering, and Go-to-Market to implement fixes.
• Join the on-call rotation for incident response and customer communication during live incidents.
• Drive adoption of AI tools across triage, drafting, deflection, and QA.
• Share best practices across regions and implement globally.
• Forecast staffing and coverage against volume and flag gaps early.
• Hire, onboard, and develop team members for future growth.

Skills

Customer experience

People management

Enterprise support

AI tools usage

Tools

Zendesk

Salesforce

Omni

Snowflake

Job description

Harvey is seeking a Customer Experience (CX) Manager to lead a high‑performing support team serving lawyers and professional services. Reporting to the Head of CX, you’ll drive operational excellence and accountability across Harvey's global support organization.

You’ll balance strategic oversight with hands‑on execution, diagnosing issues, coaching staff, and partnering with Product, Engineering, and Go‑to‑Market to implement fixes.