SaaS CX Specialist | Fast-Growth Support & Impact

RiseMe; New York (NY); On-site; USD 68,000 - 102,000; Full time

Job summary

Harvey is hiring a Customer Experience Specialist in the United States. You will be the first point of contact for non-technical support inquiries from internal teams and customers, handling high volumes and ensuring accurate, empathetic responses.

Join a fast-growing startup, deepen your technical know-how over time, and contribute to a scalable support strategy. This role focuses on non-technical workflows with opportunities to advance within the CX team.

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).
• Strong written communication across audiences, including partners and internal stakeholders.
• Ability to operate in a fast-paced, high-growth environment with competing priorities and limited process documentation.
• High process consistency: follows plays and flags gaps rather than improvising.

Responsibilities

• Act as the first point of contact for non-technical support inquiries with timely, empathetic, and accurate responses.
• Route tickets judiciously, knowing when to resolve or escalate to a senior specialist.
• Own your queue to meet SLA targets while maintaining quality and accuracy.
• Apply consistent ticket tagging for reporting and trend visibility.
• Maintain knowledge of core product features to guide users effectively.
• Follow playbooks and macros, surfacing gaps for improvement.
• Contribute to FAQs and knowledge base to reduce repeat questions.
• Collaborate with Customer Education to improve self-serve content.
• Stay adaptable in a rapidly evolving startup environment.

Skills

SaaS customer support

Written communication

Ambiguity tolerance

Tools

Zendesk

Salesforce

AI tools

Job description

Harvey is hiring a Customer Experience Specialist in the United States. You will be the first point of contact for non-technical support inquiries from internal teams and customers, handling high volumes and ensuring accurate, empathetic responses.

Join a fast-growing startup, deepen your technical know-how over time, and contribute to a scalable support strategy. This role focuses on non-technical workflows with opportunities to advance within the CX team.