Technical CX Specialist

Harvey, Inc.; New York (NY); Hybrid; USD 85,000 - 125,000; Full time

Job summary

Harvey, Inc. is seeking a Customer Experience (CX) Specialist to join our global support team. You will be the frontline for enterprise customers, delivering empathetic, accurate resolutions and owning the first-contact experience.

You will juggle multiple priorities, troubleshoot API and authentication issues, document interactions, and collaborate across departments to continuously improve our support and customer experience.

Qualifications

• 3+ years in technical support for AI-driven products.
• Exceptional empathy and a genuine desire to help customers.
• Strong problem-solving skills and creative thinking.
• Excellent organizational skills and multitasking ability.
• Strong written and verbal communication skills.
• Understanding of APIs and explaining API concepts to non-technical users.
• Familiarity with support tools; Intercom is a plus.

Responsibilities

• Serve as the first point of contact for customer support inquiries with empathetic, accurate resolutions.
• Juggle multiple priorities, ensuring high level of service and responsiveness.
• Troubleshoot issues including AI output quality, app login, REST APIs, error logs, and authentication/token issues.
• Maintain reliability and accountability, ensuring coverage during shifts.
• Collaborate with team to troubleshoot complex issues and escalate when needed.
• Document customer interactions and feedback to aid continuous improvement of services.
• Work with other departments to resolve customer issues and enhance overall experience.
• Contribute to development of support processes and materials (FAQs, KBs).

Skills

Empathy

Problem-solving

Multitasking

Communication

APIs explained

Collaboration

Learning

Tools

Intercom

CRM systems

Job description

At Harvey, we’re transforming how legal and professional services operate. By combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise, we’re reshaping how critical knowledge work gets done for decades to come.

This is a rare chance to help build a generational company at a true inflection point. We have strong product-market fit and world-class investor support. We’re scaling fast and defining a new category in real time. The work is ambitious, the bar is high, and the opportunity for growth — personal, professional, and financial — is unmatched.

Our team moves fast, takes ownership, and is deeply committed to the mission — operating with intensity, staying close to our customers, and pushing each other for excellence. We live by three values: Decisiveness, Simplicity, and Job's Not Finished. We act quickly on clear judgment over perfect information, we believe simplicity is what scales, and we're never satisfied with where we are. If you want to do the best work of your career alongside people who share that drive, we'd love to build with you.

At Harvey, the future of professional services is being written today — and we’re just getting started.

Role Overview

As a Customer Experience (CX) Specialist, you will be the frontline support within the global support team, reporting to the CX Manager. Your role is crucial in providing empathetic and efficient support to our customers. We are seeking someone who loves problem-solving, is adept at handling multiple priorities, and is passionate about working with enterprise customers to ensure a seamless support experience.

What You’ll Do

Serve as the first point of contact for customer support inquiries, delivering empathetic, accurate, and timely resolutions.

Juggle multiple competing priorities and tasks, ensuring a high level of service and responsiveness.

Troubleshoot issues including AI output quality, app login, feature requests, REST APIs, error logs, and authentication/token issues.

Maintain a high standard of reliability and accountability, ensuring consistent coverage and follow-through during assigned shifts.

Collaborate with team members to troubleshoot complex issues, escalating them appropriately when needed.

Maintain a deep understanding of our products and services to provide knowledgeable support.

Document customer interactions and feedback to aid in continuous improvement of our services.

Work closely with other departments to resolve customer issues and contribute to the overall customer experience.

Collaborate effectively as part of a team while confidently owning and executing tasks independently.

Stay informed of new product features and updates to provide accurate and current support.

Contribute to the development and refinement of support processes and materials, such as FAQs and knowledge base articles.

What You Have

3+ years proven experience in a technical support role, in a fast-paced environment providing “white glove” or “premium support” to large enterprise customers for AI-driven products

Exceptional empathy and a genuine desire to help and connect with customers.

Strong problem-solving skills, with the ability to think creatively and resolve complex issues.

Excellent organisational skills, capable of managing multiple tasks and priorities effectively.

Strong communication skills, both written and verbal, with the ability to convey complex information in an understandable manner.

Understanding of APIs, and ability to explain complex API concepts to both technical and non-technical customers.

Familiarity with customer support tools and CRM systems; experience with Intercom is a plus.

Ability to work collaboratively in a team environment and build positive working relationships across departments.

A passion for learning and personal growth, with a commitment to staying informed about industry trends and best practices.

"This role is open to remote candidates located in: Arizona, California, Colorado, Connecticut, District of Columbia, Florida, Georgia, Illinois, Louisiana, Maryland, Massachusetts, Michigan, New Hampshire, New Jersey, New York, North Carolina, Oregon, Ohio, Pennsylvania, Tennessee, Texas, Utah, Virginia, Washington, Wisconsin"

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Harvey is an equal opportunity employer and does not discriminate on the basis of race, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, or any other basis protected by law.

We are committed to providing reasonable accommodations to applicants with disabilities, and requests can be made by emailing [e-mail]