SaaS CX Specialist — Fast-Paced Support

RiseMe; San Francisco (CA); On-site; USD 68,000 - 102,000; Full time

Job summary

Harvey is rewriting how legal and professional services operate, combining frontier AI, an enterprise platform, and domain expertise. The CX Specialist will be the first line of support, handling high-volume, non-technical tickets with empathy and accuracy.

This role offers growth in a fast-paced startup, with opportunities to expand technical skills, work with AI tools, and contribute to a rapidly expanding customer base. Compensation is competitive, reflecting market norms and company growth.

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 skills; clear, professional, and appropriately calibrated to the audience.

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.
• 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 guidance.
• Follow established playbooks and macros with precision; flag gaps or inconsistencies for improvement.
• Contribute to FAQs, internal guides, and knowledge base articles to streamline support.
• Partner with Customer Education to flag areas for self-serve content.

Skills

Customer support

Zendesk/Salesforce

AI tools usage

Written communication

Tools

Zendesk

Salesforce

ChatGPT

Claude

Gemini

Job description

Harvey is rewriting how legal and professional services operate, combining frontier AI, an enterprise platform, and domain expertise. The CX Specialist will be the first line of support, handling high-volume, non-technical tickets with empathy and accuracy.

This role offers growth in a fast-paced startup, with opportunities to expand technical skills, work with AI tools, and contribute to a rapidly expanding customer base. Compensation is competitive, reflecting market norms and company growth.