Manager, Customer Experience

The role

You will lead a high-performing support team serving lawyers and professional services teams. You will drive operational excellence, manage day-to-day support delivery, and handle escalations.

What you will do

• Run day-to-day support delivery for your region including queue, coverage, triage, and escalation judgment.
• Set individual performance expectations and coach against QA results.
• Own escalations end to end from triage to customer communication and bug reports.
• Partner with Product, Engineering, and Go-to-Market to turn recurring escalations into fixes.
• Take part in the on-call rotation for customer-impacting incidents.
• Drive adoption of AI tools and systems across triage, drafting, deflection, and QA.
• Track regional performance and propose global practices.
• Forecast coverage and staffing against volume.
• Hire, onboard, and develop team members.

Required qualifications

• 8+ years in customer support or customer experience
• 4+ years managing teams in a high-volume environment serving enterprise customers
• Ownership of a metric set (FRT, TTR, cSAT, QA, backlog, deflection)
• Ability to build your own reporting
• Understand enterprise escalations and can work one yourself
• Ability to reproduce issues, read error logs, and troubleshoot API, authentication, and AI output quality issues
• Day-to-day proficiency using AI tools in a production support workflow
• Admin-level fluency with Zendesk or an equivalent platform
• Availability to participate in an on-call rotation outside scheduled working hours, including nights, weekends, and holidays

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.