CX Knowledge Specialist
Core
Own the source of truth for product support articles, troubleshooting guides, and best practices used by human specialists and an AI Support agent.
Role type
Senior IC CX Knowledge Specialist
Builds
A structured, AI-optimized knowledge foundation for Harvey's legal and professional services platform
Domain
Legal tech / AI-first support operations
Required skills
Knowledge management, technical writing, content operations, taxonomy design, LLM workflow integration, data-driven prioritization, cross-functional collaboration
Preferred skills
Experience with Zendesk or Notion, systems thinking, AI prompt engineering
Technologies
Zendesk, Notion, LLMs
Responsibilities
Audit and migrate fragmented content into a unified knowledge base; structure content for both human retrieval and AI chunking; update articles based on product releases; mine ticket and search data to identify gaps; build AI-assisted workflows for content maintenance; manage versioning and review cycles; serve as the primary contact for SMEs to validate content.
Seniority
Senior, hands-on IC
