Senior CX Manager — Enterprise Support and AI Tools

Harvey AI

San Francisco (CA)

Presencial

USD 144 000 - 216 000

Tempo integral

14 dias+

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Resumo da oferta

Harvey is seeking a Customer Experience (CX) Manager to lead a high-performing support team serving lawyers and professional services. You will balance strategic oversight with hands-on execution, diagnosing and fixing issues, while setting clear expectations and coaching your team.

You'll be one of five CX Managers globally, shaping the culture and cadence of a growing support organization, and reporting to the Head of CX.

Qualificações

8+ years in customer support or customer experience, including 4+ years managing teams in enterprise settings.
Proven ability to lead high-volume, enterprise-focused support teams and own metrics like FRT, TTR, cSAT.
Strong customer focus with hands-on approach and willingness to coach and develop staff.
Experience with Zendesk, Salesforce, Omni, and Snowflake in production environments.
Ability to manage escalations end-to-end and partner with Product/Engineering.

Responsabilidades

Run day-to-day CX delivery for the region with metrics on First Response Time and cSAT.
Set performance expectations, coach teams, and implement documented improvement plans.
Own end-to-end escalations and coordinate with Engineering to ship fixes.
Participate in on-call rotation for incidents and communicate with customers.
Drive adoption of AI tools in triage, drafting, and QA across the team.
Benchmark region performance and share best practices globally.
Forecast staffing against volume and plan for future growth.
Hire, onboard, and develop team members for scale.