CX Specialist
Core
First line of support for internal teams and external customers, managing high-volume non-technical support tickets to ensure seamless user experiences.
Role type
Customer Experience (CX) Specialist
Builds
Harvey's enterprise-grade platform for legal and professional services
Domain
Legal technology / SaaS
Deliverable
client delivery
Required skills
ticket management, SLA adherence, ticket routing, knowledge base maintenance, playbooks execution, product feature knowledge, AI tool usage, written communication
Preferred skills
process consistency, adaptability, growth mindset, technical curiosity
Technologies
Zendesk, Salesforce, ChatGPT, Claude, Gemini
Responsibilities
Respond to non-technical support inquiries, manage ticket volume against SLA targets, apply consistent ticket tagging and categorization, maintain knowledge base articles, partner with Customer Education to reduce repeat contacts
Seniority
Mid-level, hands-on IC