技术客户体验专员
Technical CX Specialist
为什么选择Harvey
在Harvey，我们正在改变法律和专业服务的运作方式。通过结合前沿的代理AI、企业级平台和深厚的专业知识，我们正在重塑未来数十年的关键知识工作。
这是一个难得的机会，帮助打造一家具有时代意义的公司，在真正的转折点上共同前进。我们拥有强大的产品市场匹配度和世界级的投资支持。我们正在快速扩展，并实时定义一个新类别。这项工作充满雄心，标准很高，个人、职业和财务上的成长机会无可比拟。
我们的团队行动迅速，承担责任，并对使命充满热情——以高强度运作，贴近客户，不断追求卓越。我们秉持三个价值观：决断力、简洁性以及“工作未完成”。我们更倾向于基于清晰判断快速行动，而非等待完美信息；我们相信简洁才是可扩展的关键；我们从不满足于现状。如果你希望与志同道合的人一起，做出职业生涯中最出色的工作，我们期待与你携手共创。
在Harvey，专业服务的未来正在今天被书写——而我们才刚刚开始。
职位概述
作为技术客户体验专员，你将是客户体验（CX）团队的前线支持人员，向CX经理汇报。你的角色对于为客户提供富有同理心且高效的帮助至关重要。我们寻找一位热爱解决问题、擅长处理多项优先任务，并热衷于与企业客户合作以确保无缝支持体验的人选。
你将负责：
- 作为客户支持请求的第一联系人，针对各种技术及产品相关问题（包括AI输出质量、应用访问、API、身份验证和错误日志）提供富有同理心、准确且及时的解决方案。
- 在承担支持班次期间，高效管理多个竞争性优先任务，同时保持高水平的响应速度、可靠性和责任感。
- 与团队成员和跨职能合作伙伴有效协作，解决复杂问题，适时升级，并为整体客户体验做出贡献。
- 保持对产品、功能和服务的深入了解，以提供有依据、及时的支持。
- 记录客户互动、问题和反馈，以支持产品、流程和用户体验的持续改进。
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WHY HARVEY
At 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.
This 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.
Our 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.
At Harvey, the future of professional services is being written today — and we’re just getting started.
ROLE OVERVIEW
As a Technical CX Specialist, you will be the frontline support within the CX (Customer Experience) team, reporting to the CX Manager. Your role is crucial in providing empathetic and efficient support to our customers. We are seeking someone who loves problem-solving, is adept at handling multiple priorities, and is passionate about working with enterprise customers to ensure a seamless support experience.
WHAT YOU’LL DO
- Serve as the first point of contact for customer support inquiries, delivering empathetic, accurate, and timely resolutions across a range of technical and product-related issues (including AI output quality, app access, APIs, authentication, and error logs).
- Manage multiple competing priorities while maintaining a high level of responsiveness, reliability, and accountability during assigned support shifts.
- Collaborate effectively with teammates and cross-functional partners to troubleshoot complex issues, escalate when appropriate, and contribute to a strong overall customer experience.
- Maintain deep, up-to-date knowledge of products, features, and services to provide informed, current support.
- Document customer interactions, issues, and feedback to support continuous improvement of products, processes, and support materials (e.g., FAQs and knowledge base articles).
- Own tasks independently while contributing thoughtfully to team workflows and the ongoing refinement of support processes.
WHAT WE OFFER
- Structured hybrid working arrangement: 3 days in office, 2 days working from home
- A comprehensive 4-week onboarding and training program designed to set you up for success from day one
- Professional development stipend to support your continued learning and growth
- Opportunities to work on cross-functional projects and initiatives that impact CX company-wide
- Be part of building something special as we continue to build support operations at Harvey
WHAT YOU HAVE
- 3+ years of proven experience in a fast-paced technical support role, delivering white-glove or premium support to large enterprise customers for AI-driven products.
- Exceptional empathy and communication skills (written and verbal), with the ability to build trust, connect with customers, and clearly explain complex technical concepts to both technical and non-technical audiences.
- Strong problem-solving and critical-thinking abilities, with a creative approach to diagnosing and resolving complex issues.
- Highly organised and adaptable, able to manage multiple tasks and competing priorities effectively.
- Solid understanding of APIs, with the ability to troubleshoot and articulate API-related concepts clearly.
- Proficiency with customer support tools and CRM systems.
- Collaborative team player who builds positive cross-functional relationships while contributing effectively in a shared environment.
- Demonstrated passion for learning and continuous improvement, with a commitment to staying current on industry trends and best practices.
DEPENDING ON YOUR LOCATION, AN APPLICANT PRIVACY NOTICE MAY APPLY TO YOU. YOU CAN FIND ALL OF OUR APPLICANT PRIVACY NOTICES HERE https://www.harvey.ai/legal/singapore-applicant-privacy-notice.
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Harvey 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.
We are committed to providing reasonable accommodations to applicants with disabilities, and requests can be made by emailing accommodations@harvey.ai