Global CX Manager, AI-Driven Support Leader

Harvey

San Francisco (CA)

On-site

USD 144,000 - 216,000

Full time

3 hours ago

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Job summary

Harvey is redefining how legal and professional services operate through frontier AI and an enterprise-grade platform. As a CX Manager, you will lead a high-performing global support team serving lawyers and professional services.

You will drive operational excellence, own escalations, and partner with Product and Go-to-Market to deliver exceptional customer experiences. You will balance strategic oversight with hands-on execution, diagnosing issues and implementing changes to improve First

Qualifications

8+ years in customer support or CX.
Experience managing enterprise teams.
Strong customer focus and problem solving.
Proven ability to ship process improvements.

Responsibilities

Run day-to-day support delivery for your region, manage queue and coverage, triage and escalation.
Set performance expectations and coach based on QA results; implement documented plans when needed.
Own end-to-end escalations with customer communication through to resolution and coordinate with Product/Engineering.
Participate in on-call rotation for customer-impacting incidents and coordinate response.
Drive adoption of AI tools across triage, drafting, deflection, and QA; test against queue conditions.
Share best practices across regions and propagate effective methods globally.
Forecast coverage and staffing against volume; flag gaps early.
Hire, onboard, and develop team members for future growth.