SaaS CX Specialist: AI-Powered Support

Harvey, Inc.; New York, Northern (NY, KY); Hybrid; USD 68,000 - 102,000; Full time

Job summary

Harvey is hiring a Customer Experience Specialist to serve as the first line of support for non-technical inquiries. You will handle high volumes, maintain strong ticket hygiene, and grow into more complex technical work as you progress within the CX team.

You will work in a fast-paced startup environment with cross-functional collaboration, enabling growth opportunities and skill expansion in a rapidly evolving product space. This role offers competitive compensation and learning potential.

Qualifications

• 2 years of professional experience in customer support at a SaaS company in the technology industry.
• Experience with customer support platforms (e.g. Zendesk, Salesforce) and working fluency with AI tools (e.g. ChatGPT, Claude, Gemini); you use them, not just know of them.
• Strong written communication skills; clear, professional, and appropriately calibrated to the audience, whether a law firm partner or an internal stakeholder.
• Comfort working in a fast-paced, high-growth environment with competing priorities and limited process documentation.
• High process consistency: you follow established workflows reliably and flag when something doesn't fit the playbook rather than improvising silently.
• Excellent organisational skills and attention to detail, including disciplined ticket hygiene.
• Comfort with ambiguity; you can make sound judgments calls and move forward without having every answer in front of you.
• Growth mindset and eagerness to learn technical concepts over time, with a clear interest in building toward more complex support scope.

Responsibilities

• Act as the first point of contact for non-technical support inquiries, ensuring timely, empathetic, and accurate responses.
• Exercise sound judgment on ticket routing; knowing when to resolve independently and when to elevate to a senior support specialist.
• Own your queue: manage ticket volume against SLA targets without sacrificing response quality. Customers should always receive accurate, complete answers that reflect Harvey's standard of care.
• Apply consistent, accurate ticket tagging and categorization to support team-wide reporting and trend visibility.
• Maintain a strong working knowledge of Harvey's core product features to provide clear and effective guidance.
• Follow established playbooks and macros with precision; flag gaps or inconsistencies so the team can improve them over time.
• Contribute to FAQs, internal guides, and knowledge base articles that streamline support for recurring questions; surface content gaps when customer questions reveal missing or unclear documentation.
• Partner with the Customer Education team to flag areas where self-serve content can reduce repeat contact volume.
• Stay adaptable and proactive in a rapidly evolving startup environment, operating effectively even when processes or product features are changing quickly.

Skills

Customer support experience

Written communication

Tools

Zendesk

Salesforce

ChatGPT / Claude / Gemini

Job description

Harvey is hiring a Customer Experience Specialist to serve as the first line of support for non-technical inquiries. You will handle high volumes, maintain strong ticket hygiene, and grow into more complex technical work as you progress within the CX team.

You will work in a fast-paced startup environment with cross-functional collaboration, enabling growth opportunities and skill expansion in a rapidly evolving product space. This role offers competitive compensation and learning potential.