Knowledge Architect for AI-Powered CX

Harvey; New York (NY); On-site; USD 88,000 - 132,000; Full time

Job summary

Harvey is seeking a CX Knowledge Specialist to own our knowledge base, product articles, and troubleshooting guides, ensuring accuracy as the product evolves weekly. You will structure content for humans and AI, apply taxonomy, and collaborate with SMEs across Product, Engineering, and GTM Enablement.

You will mine ticket signals and logs to identify gaps, write clear retrievable content, and build AI-assisted workflows that scale knowledge without adding headcount.

Qualifications

• 5+ years 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 daily workflow and able to speak concretely about using them to write, maintain, or improve content.
• A systems thinker with strong writing skills who can turn complex technical or legal-product details into clear, retrievable content.
• Keeps pace with Harvey's weekly product changes and ensures content stays current.

Responsibilities

• Audit today's fragmented content surfaces: inventory and tag existing content, flag duplicates or stale items, and migrate to a single knowledge foundation.
• Own the knowledge base: product support articles, troubleshooting guides, how-tos, and product best practices for specialists and AI Support agent.
• Structure knowledge for humans and AI with taxonomy, metadata, and templates for easy retrieval by both the AI and humans.
• Keep knowledge current through every release by updating or creating articles before launch for Enablement Specialists' training and for the AI agent.
• Close knowledge gaps by triaging feedback on inaccurate or missing content from downstream teams and updating source material.
• Mine ticket signals, search logs, and agent escalations to identify missing content and high-deflection areas for fixes.
• Build AI-assisted workflows for drafting, refreshing, and detecting stale content to scale knowledge without headcount growth.
• Run review cycles, ownership assignments, versioning, and archiving to keep content accurate as the product changes weekly.
• Serve as day-to-day contact for SMEs across Product, Engineering, AI Support, and GTM Enablement to review and adopt content.

Skills

Knowledge management

Technical writing

Content operations

Knowledge base tooling

LLM usage

Cross-functional collaboration

Content strategy

Tools

Zendesk

Notion

Job description

Harvey is seeking a CX Knowledge Specialist to own our knowledge base, product articles, and troubleshooting guides, ensuring accuracy as the product evolves weekly. You will structure content for humans and AI, apply taxonomy, and collaborate with SMEs across Product, Engineering, and GTM Enablement.

You will mine ticket signals and logs to identify gaps, write clear retrievable content, and build AI-assisted workflows that scale knowledge without adding headcount.