Remote Enterprise AI CX Specialist

Harvey, Inc.; New York (NY); Hybrid; USD 85,000 - 125,000; Full time

Job summary

Harvey, Inc. is seeking a Customer Experience (CX) Specialist to join our global support team. You will be the frontline for enterprise customers, delivering empathetic, accurate resolutions and owning the first-contact experience.

You will juggle multiple priorities, troubleshoot API and authentication issues, document interactions, and collaborate across departments to continuously improve our support and customer experience.

Qualifications

• 3+ years in technical support for AI-driven products.
• Exceptional empathy and a genuine desire to help customers.
• Strong problem-solving skills and creative thinking.
• Excellent organizational skills and multitasking ability.
• Strong written and verbal communication skills.
• Understanding of APIs and explaining API concepts to non-technical users.
• Familiarity with support tools; Intercom is a plus.

Responsibilities

• Serve as the first point of contact for customer support inquiries with empathetic, accurate resolutions.
• Juggle multiple priorities, ensuring high level of service and responsiveness.
• Troubleshoot issues including AI output quality, app login, REST APIs, error logs, and authentication/token issues.
• Maintain reliability and accountability, ensuring coverage during shifts.
• Collaborate with team to troubleshoot complex issues and escalate when needed.
• Document customer interactions and feedback to aid continuous improvement of services.
• Work with other departments to resolve customer issues and enhance overall experience.
• Contribute to development of support processes and materials (FAQs, KBs).

Skills

Empathy

Problem-solving

Multitasking

Communication

APIs explained

Collaboration

Learning

Tools

Intercom

CRM systems

Job description

Harvey, Inc. is seeking a Customer Experience (CX) Specialist to join our global support team. You will be the frontline for enterprise customers, delivering empathetic, accurate resolutions and owning the first-contact experience.

You will juggle multiple priorities, troubleshoot API and authentication issues, document interactions, and collaborate across departments to continuously improve our support and customer experience.