CX Specialist
Core
First-line support specialist managing high-volume non-technical tickets for internal teams and external customers of a legal AI platform.
Role type
Customer Experience (CX) Specialist
Builds
Seamless support experience for users of Harvey's agentic AI platform
Domain
Legal technology / SaaS
Deliverable
client delivery
Required skills
ticket routing, SLA management, ticket tagging/categorization, knowledge base maintenance, playbook adherence, self-serve content partnership
Preferred skills
AI tool fluency, technical concept learning, process consistency, ambiguity navigation
Technologies
Zendesk, Salesforce, ChatGPT, Claude, Gemini
Responsibilities
Respond to non-technical support inquiries, manage ticket volume against SLA targets, apply consistent ticket tagging, maintain product knowledge, contribute to FAQs and knowledge base articles, partner with Customer Education to reduce repeat contacts
Seniority
Mid-level, hands-on IC
