{"id":1262881,"url":"https://alion.io/job/harvey-cx-specialist","title":"CX Specialist","company":{"id":2669,"name":"Harvey","domain":"harvey.ai","url":"https://alion.io/company/harvey","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"B","score":79,"open_postings":58,"ghost_share":0,"stale_share":0.828,"repost_share":0,"time_to_fill_p50_days":39,"computed_at":"2026-09-26T05:45:00Z"}},"role":"Legal","role_family":"Legal","seniority":"junior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":68000,"max":102000,"currency":"USD","period":"year","gross":null,"usd_annual":102000},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"ChatGPT","optional":false},{"name":"Claude","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-09-25T18:40:25Z","employer_posted_date":"2026-09-25","last_verified_at":"2026-09-27T01:01:17Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Why Harvey\nAt Harvey, we’re transforming how legal and professional services operate. By combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise, we’re reshaping how critical knowledge work gets done for decades to come.\nThis is a rare chance to help build a generational company at a true inflection point. We have strong product-market fit and world-class investor support. We’re scaling fast and defining a new category in real time. The work is ambitious, the bar is high, and the opportunity for growth - personal, professional, and financial - is unmatched.\nOur team moves fast, takes ownership, and is deeply committed to the mission - operating with intensity, staying close to our customers, and pushing each other for excellence. We live by three values: Decisiveness, Simplicity, and Job's Not Finished. We act quickly on clear judgment over perfect information, we believe simplicity is what scales, and we're never satisfied with where we are. If you want to do the best work of your career alongside people who share that drive, we'd love to build with you.\nAt Harvey, the future of professional services is being written today - and we’re just getting started.\nRole Overview\nAs 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.\nYou'll focus on managing a high volume of non-technical support tickets, ensuring a seamless experience for our users. Over time, you'll have the opportunity to expand your technical skills, gain exposure to more complex support workflows, and progress within our CX team.\nThis role is built for support professionals ready to deepen their foundation in a technical product environment.\nWhat You'll Do\nAct as the first point of contact for non-technical support inquiries, ensuring timely, empathetic, and accurate responses.\n\nExercise sound judgment on ticket routing; knowing when to resolve independently and when to escalate to a senior support specialist.\n\nOwn your queue: manage ticket volume against SLA targets without sacrificing response quality. Customers should always receive accurate, complete answers that reflect Harvey's standard of care.\n\nApply consistent, accurate ticket tagging and categorization to support team-wide reporting and trend visibility.\n\nMaintain a strong working knowledge of Harvey's core product features to provide clear and effective guidance.\n\nFollow established playbooks and macros with precision; flag gaps or inconsistencies so the team can improve them over time.\n\nContribute to FAQs, internal guides, and knowledge base articles that streamline support for recurring questions; surface content gaps when customer questions reveal missing or unclear documentation.\n\nPartner with the Customer Education team to flag areas where self-serve content can reduce repeat contact volume.\n\nStay adaptable and proactive in a rapidly evolving startup environment, operating effectively even when processes or product features are changing quickly.\n\nWhat You Have\n2 years of professional experience in customer support at a SaaS company in the technology industry.\n\nExperience with customer support platforms (e.g. Zendesk, Salesforce) and working fluency with AI tools (e.g. ChatGPT, Claude, Gemini); you use them, not just know of them.\n\nStrong written communication skills; clear, professional, and appropriately calibrated to the audience, whether a law firm partner or an internal stakeholder.\n\nComfort working in a fast-paced, high-growth environment with competing priorities and limited process documentation.\n\nHigh process consistency: you follow established workflows reliably and flag when something doesn't fit the playbook rather than improvising silently.\n\nExcellent organisational skills and attention to detail, including disciplined ticket hygiene.\n\nComfort with ambiguity; you can make sound judgment calls and move forward without having every answer in front of you.\n\nGrowth mindset and eagerness to learn technical concepts over time, with a clear interest in building toward more complex support scope.\n\nCompensation\n$68,000 - $102,000 USD\nDepending on your location, an Applicant Privacy Notice may apply to you. You can find all of our Applicant Privacy Noticeshere.\nHarvey is an equal opportunity employer and does not discriminate on the basis of race, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, or any other basis protected by law.\nWe are committed to providing reasonable accommodations to applicants with disabilities, and requests can be made by emailing ","description_format":"text","description_chars":4931,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["LLM & Generative AI","Document AI","Legal AI"],"lifecycle":[{"event":"open","at":"2026-09-25T21:09:38Z"}],"liveness":{"score":70,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.695,"p_room":1,"age_days":0,"expected_fill_days":39,"reasons":["conf:3","stale_co","wave","velocity","win:early","comp:junior,brand"],"computed_at":"2026-09-26T05:45:00Z"},"pay":{"stated_usd_annual":102000,"is_top_pay":true},"html_url":"https://alion.io/job/harvey-cx-specialist","json_url":"https://alion.io/job/harvey-cx-specialist.json","meta":{"generated_at":"2026-09-27T01:52:20Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":1699,"day_limit":5000,"remaining_today":3301,"minute_limit":60,"resets_at":"2026-09-28T00:00:00Z"}}}