Customer Experience Manager, US
Core
Lead a high-performing support team serving lawyers and professional services teams, driving operational excellence and accountability across Harvey's global support organization.
Role type
Senior Customer Experience Manager (Team Lead)
Builds
Enterprise-grade AI platform for legal and professional services
Domain
LegalTech / Professional Services / AI
Deliverable
production ML models | product features | dashboards & analysis
Required skills
Team leadership and coaching, incident management and escalation triage, process improvement and root cause analysis, staffing and capacity forecasting, AI tool proficiency in production workflows, Zendesk/Salesforce/Omni/Snowflake administration
Preferred skills
Experience managing teams in high-volume enterprise environments, ability to diagnose and fix broken processes, cross-functional partnership with Product and Engineering
Technologies
Zendesk, Salesforce, Omni, Snowflake
Responsibilities
Run day-to-day support delivery including queue management, triage, and escalation judgment; coach team members against QA results and set performance expectations; own end-to-end escalations and partner with Engineering to fix recurring issues; participate in on-call rotation for customer-impacting incidents; drive adoption of AI tools across triage and QA; benchmark regional performance against peers and share best practices globally; forecast coverage and staffing against volume; hire, onboard, and develop team members
Seniority
Senior, hands-on IC with team leadership
