Technical CX Specialist

The role

You will serve as the first point of contact for customer support inquiries within a global support team. You will troubleshoot issues including AI output quality, app login, REST APIs, and authentication issues for enterprise customers.

What you will do

• Serve as the first point of contact for customer support inquiries.
• Juggle multiple competing priorities and tasks.
• Troubleshoot issues including AI output quality, app login, feature requests, REST APIs, error logs, and authentication/token issues.
• Maintain a high standard of reliability and accountability during assigned shifts.
• Collaborate with team members to troubleshoot complex issues and escalate when needed.
• Maintain a deep understanding of products and services.
• Document customer interactions and feedback.
• Work closely with other departments to resolve customer issues.
• Collaborate effectively as part of a team and execute tasks independently.
• Contribute to the development and refinement of support processes, FAQs, and knowledge base articles.

Required qualifications

• 3+ years proven experience in a technical support role, in a fast-paced environment providing “white glove” or “premium support” to large enterprise customers for AI-driven products
• Exceptional empathy and a genuine desire to help and connect with customers.
• Strong problem-solving skills.
• Excellent organisational skills.
• Strong communication skills, both written and verbal.
• Understanding of APIs, and ability to explain complex API concepts to both technical and non-technical customers.
• Familiarity with customer support tools and CRM systems.
• Ability to work collaboratively in a team environment.
• A passion for learning and personal growth.
• Availability to participate in an on-call rotation outside scheduled working hours, including nights, weekends, and holidays.

Nice to have

• experience with Intercom is a plus

About the company

Harvey is transforming how legal and professional services operate by combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise.