CX Knowledge Specialist

The role

The CX Knowledge Specialist owns the source of truth for product support articles, troubleshooting guides, and product knowledge. You will consolidate fragmented knowledge into a structured foundation for both people and an AI Support agent.

What you will do

• Audit fragmented content surfaces and migrate them into one knowledge foundation.
• Own the knowledge base including support articles, troubleshooting guides, and best practices.
• Structure knowledge for humans and AI using taxonomy, metadata, and templates.
• Keep knowledge current through every product release.
• Triage reports of inaccurate or missing content to update source material.
• Mine ticket signals, search logs, and agent escalations to prioritize fixes.
• Build AI-assisted workflows for drafting and refreshing content.
• Run review cycles, ownership assignments, versioning, and archiving.
• Serve as the day-to-day contact for SMEs in Product, Engineering, AI Support, and GTM Enablement.

Required qualifications

• 5+ years of experience in knowledge management, support operations, technical writing, or content operations.
• Hands-on experience with knowledge base platforms (Zendesk, Notion, or similar).
• Comfortable using LLMs in your daily workflow.
• Systems thinker.
• Strong writer.
• Comfortable operating at Harvey's pace.
• Uses data to decide what to write or fix next.
• Builds strong working relationships with cross-functional SMEs.

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.