SaaS CX Specialist — Growth & Impact

Harvey; United States; On-site; USD 68,000 - 102,000; Full time

Job summary

Harvey is seeking a Customer Experience Specialist in the United States to be the first line of support for internal teams and external customers. You will manage a high volume of non-technical tickets, learn Harvey's product, and grow into more complex workflows within a fast-paced startup.

You will demonstrate empathy, strong written communication, and consistent ticket tagging. Collaboration with Education and product teams will help improve self-serve content and reduce repeat inquiries.

Qualifications

• 2 years of professional experience in customer support at a SaaS company in the technology industry.
• Experience with customer support platforms (Zendesk, Salesforce) and AI tools.
• Strong written communication skills and ability to tailor communication to diverse audiences.
• Comfort in a fast-paced, high-growth environment with competing priorities and limited process documentation.

Responsibilities

• Be the first point of contact for non-technical support inquiries with timely, empathetic, accurate responses.
• Route tickets thoughtfully; know when to resolve or escalate to a senior specialist.
• Own your queue, manage volume against SLA without compromising quality.
• Tag and categorize tickets for reporting and trend visibility.
• Maintain knowledge of Harvey's core product features to guide users effectively.
• Follow playbooks and macros; flag gaps for improvement.
• Help create FAQs and internal guides to streamline recurring questions.
• Collaborate with Customer Education to reduce repeat inquiries.
• Adapt in a rapidly evolving startup environment as product features change.

Skills

Customer support

Written communication

Ambiguity tolerance

Tools

Zendesk

Salesforce

AI tools

Job description

Harvey is seeking a Customer Experience Specialist in the United States to be the first line of support for internal teams and external customers. You will manage a high volume of non-technical tickets, learn Harvey's product, and grow into more complex workflows within a fast-paced startup.

You will demonstrate empathy, strong written communication, and consistent ticket tagging. Collaboration with Education and product teams will help improve self-serve content and reduce repeat inquiries.