客户体验经理
Manager, Customer Experience
为什么选择哈维
在哈维，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，我们正在重塑未来几十年关键知识工作的完成方式。
这是一个难得的机会，帮助打造一家具有代际影响力的公司，在真正的转折点上共同成长。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与伦比。
我们的团队行动迅速，承担责任，并对使命有深入的承诺——以高强度运作，贴近客户，互相推动追求卓越。我们秉持三个价值观：果断、简洁和工作未完成。我们在清晰判断的基础上快速行动，而非等待完美信息；我们认为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完成职业生涯中最出色的工作，我们期待与你携手共创。
在哈维，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
哈维正在寻找一位客户体验（CX）经理，领导一支高绩效的支持团队，为律师和专业服务团队提供服务。我们的客户对自己的工作有着高标准的准确性和时效性要求，也期望我们的支持同样如此。你所负责区域的运行效率是哈维影响客户实际体验的最重要杠杆之一。向客户体验负责人汇报，你将推动哈维全球支持组织的运营卓越和责任落实。
你将平衡战略监督与实际执行。这是一个适合在动态中茁壮成长的领导者：积极主动、果断，并且通过团队实现成果而深感动力。你将继承一套需要改进的指标和流程，我们期待你自行诊断问题并加以解决，无需他人提醒。
你还将是全球五位CX经理之一，这个同行群体是我们的运营标准制定者。你需在各地区之间分享有效的做法，并推动你认为我们应该全面实施的变革，塑造不断增长的支持组织的文化和节奏。
你将负责的工作包括：
- 管理你所在地区的日常支持交付：队列和覆盖情况、优先级排序和交接
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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
Harvey is looking for a Customer Experience (CX) Manager to lead a high-performing support team serving lawyers and professional services teams. Our customers hold their own work to a high standard of accuracy and timeliness, and expect the same from our support. How well your region runs is one of the biggest levers Harvey has on what customers actually experience when they need help. Reporting to the Head of CX, you'll drive operational excellence and accountability across Harvey's global support organization.
You'll balance strategic oversight with hands-on execution. This is a role for a leader who thrives in motion: proactive, decisive, and deeply motivated by achieving results through your team. You'll inherit a metric set and processes that need to be better, and we expect you to diagnose what's broken and fix it without being asked.
You'll also be one of five CX Managers across the globe, and that peer group is where our operating standard gets set. You're expected to trade what's working across regions and push for the changes you think we should make everywhere, shaping the culture and cadence of a growing support organization.
WHAT YOU'LL DO
- Run day-to-day support delivery for your region: queue and coverage, triage and handoff, and escalation judgment, measured by First Response Time, Resolution Time, QA, and cSAT. When a number moves, you find the root cause and fix it or scale it.
- Set individual performance expectations and stay close enough to the work to spot drift early. Coach against QA results in the moment, and move to a documented plan only when coaching hasn't landed.
- Own escalations end to end: triage and severity judgment, customer communication through to resolution, and bug reports Engineering can act on without a follow-up thread. 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, owning the coordination of response and customer communication strategy while an incident is live.
- Drive adoption of the AI tools and systems we provide across triage, drafting, deflection, and QA, and pressure-test what CX Ops ships against real queue conditions.
- Track how your region performs against the other four, bring what's working to your peers, adopt what's working in theirs, and propose the practices you think should apply globally.
- Forecast coverage and staffing against volume, and flag gaps before they have impact.
- Hire, onboard, and develop team members to ensure readiness for future growth and evolving support needs.
WHAT YOU HAVE
- 8+ years in customer support or customer experience, including 4+ years managing teams in a high-volume environment serving enterprise customers.
- Comfortable operating at Harvey's pace, not a typical enterprise pace. This is consistently the hardest bar for otherwise-strong support managers to clear.
- A deep focus on the customer, and real satisfaction in solving the problems that make their work harder than it needs to be.
- You are genuinely invested in developing your team, and you know a high bar is part of that.
- You manage close to the work. You know what your team's tickets actually look like, not just what the dashboard says.
- A change you made to how a support team works that produced a step change, not an incremental gain. You saw the leverage point others in the seat missed.
- Ownership of a metric set (FRT, TTR, cSAT, QA, backlog, deflection): what drives each one, what to change when one slips, and the ability to build your own reporting. We use Zendesk, Salesforce, Omni, and Snowflake.
- You understand enterprise escalations, from severity judgment through the customer conversation, and can work one yourself: reproduce the issue, read error logs, and troubleshoot API, authentication, and AI output quality issues well enough to brief Engineering accurately.
- You can take a process improvement from idea to shipped yourself, and you know which ones to handover to someone on your team instead.
- Day-to-day proficiency using AI tools in a production support workflow, not experimentation, and a concrete point of view on how AI is changing what a support team should look like.
- Admin-level fluency with Zendesk or an equivalent platform: views, triggers, macros, and routing logic.
COMPENSATION
$144,000 - $216,000 USD
DEPENDING ON YOUR LOCATION, AN APPLICANT PRIVACY NOTICE MAY APPLY TO YOU. YOU CAN FIND ALL OF OUR APPLICANT PRIVACY NOTICES HERE https://harveyai.notion.site/Harvey-Candidate-Privacy-Notices-319ac3fcdd7a803bb807d5094f249922?pvs=74.
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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