Customer Experience Specialist

Role Overview

As a Customer Experience (CX) Specialist, you will be the first line of support for both internal teams and external customers. This role is designed for support professionals with prior customer-facing experience who thrive in fast-paced environments, are eager to keep growing, and are excited to contribute to Harvey’s rapid growth.

What You Will Do

Act as the first point of contact for non-technical support inquiries, exercise sound judgment on ticket routing, own your queue, apply consistent ticket tagging and categorization, maintain a strong working knowledge of Harvey’s core product features, and contribute to FAQs and knowledge base articles.

Why It Might Be a Fit

This role is built for support professionals ready to deepen their foundation in a technical product environment, with opportunities to expand technical skills, gain exposure to more complex support workflows, and progress within our CX team.

Requirements

• 2 years of professional experience in customer support at a SaaS company in the technology industry
• Experience with customer support platforms (e.g. Zendesk, Salesforce) and working fluency with AI tools (e.g. ChatGPT, Claude, Gemini)
• Strong written communication skills
• Comfort working in a fast-paced, high-growth environment with competing priorities and limited process documentation
• High process consistency
• Excellent organisational skills and attention to detail
• Comfort with ambiguity
• Growth mindset and eagerness to learn technical concepts over time

Benefits

• Competitive salary ($68,000 – $102,000 USD)
• Dental insurance
• Vision insurance
• Applicant Privacy Notice (depending on location)
• Equal opportunity employer
• Reasonable accommodations for applicants with disabilities