Remote CX Knowledge Lead | AI-Driven Content & Taxonomy

Harvey; United States; Remote; USD 88,000 - 132,000; Full time

Benefits offered by this job

Comprehensive health

Dental and vision coverage

401k match up to 4%

Flexible PTO

Job summary

Harvey is seeking a CX Knowledge Specialist to own and evolve our knowledge base in a fully remote, full-time capacity. You will collaborate with Product, Engineering, AI Support, and GTM Enablement to ensure content remains accurate, retrievable, and scalable as the product updates weekly.

We value experience in knowledge management and content operations, plus hands-on use of Zendesk or Notion. You will leverage data from tickets and search logs to guide what to write next and help both human

Qualifications

• 5+ years in knowledge management, support operations, or content ops.
• Experience with knowledge base platforms like Zendesk or Notion.
• Familiar with using LLMs in daily workflows for content creation and maintenance.

Responsibilities

• Audit today's content surfaces and tag duplicates or stale items.
• Own the knowledge base and ensure articles support both humans and AI.
• Structure content with taxonomy, metadata, and templates for AI retrieval.
• Update knowledge with every product release to support training and AI agents.
• Triage feedback on content accuracy and missing articles for quick fixes.
• Analyze ticket trends and logs to identify missing or stale content.
• Build AI-assisted workflows for drafting, refreshing, and detecting gaps.
• Coordinate with SMEs for content reviews and timely adoption.

Skills

Knowledge management

Support operations

Technical writing

Content operations

Tools

Zendesk

Notion

Job description

Harvey is seeking a CX Knowledge Specialist to own and evolve our knowledge base in a fully remote, full-time capacity. You will collaborate with Product, Engineering, AI Support, and GTM Enablement to ensure content remains accurate, retrievable, and scalable as the product updates weekly.

We value experience in knowledge management and content operations, plus hands-on use of Zendesk or Notion. You will leverage data from tickets and search logs to guide what to write next and help both human