客户体验运营工程师
CX Operations Engineer
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，帮助打造一家具有时代意义的公司，在真正的转折点上共同成长。我们拥有强大的产品与市场契合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。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，并对使命有深刻承诺——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：果断、简洁和工作未完成。我们基于明确的判断快速行动，而非等待完美信息；我们相信简洁才是可扩展的；我们从不满足于现状。如果你希望与志同道合、充满激情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
Harvey的支持部门正在快速发展，要让我们的专家能够处理日益复杂的产品，仅仅依靠良好的流程是不够的，还需要智能工具。我们正在寻找一位CX运营工程师，有相关经验并能迅速投入工作。
向CX运营经理汇报，你将负责自动化基础设施、AI辅助工作流和报告系统，使我们的专家更快、更高效。与支持系统管理员（平台基础设施和配置）以及CX运营主管（Zendesk原生功能包括Copilot和聊天机器人）协作，你的职责是建立在该基础之上的所有内容，包括定制集成、跨堆栈自动化以及连接所有部分的技术层。
这个职位适合一位深入理解CX运营、在生产环境中有构建AI和自动化工具的经验，并且热衷于提升支持和人工代理能力的人。
职责描述
- 设计、构建和维护AI辅助工具，提升支持专家处理、研究和解决工单的方式；包括面向代理的协作者、知识呈现工具和响应协助功能
- 负责自动化
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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's support org is growing fast, and keeping our specialists equipped to handle an increasingly complex product requires more than good processes, it requires smart tooling. We're looking for a CX Operations Engineer who has built this before and can hit the ground running.
Reporting to the CX Operations Manager, you'll own the automation infrastructure, AI-assisted workflows, and reporting systems that make our specialists faster and more effective. Working alongside the Support Systems Administrator (platform infrastructure and config) and the CX Operations Lead (Zendesk-native features including Copilot and Chatbot), your lane is everything built on top of or extending beyond that foundation, custom integrations, cross-stack automation, and the technical layer that connects it all.
This role is for someone who deeply understands CX operations, has a track record of building AI and automation tooling in production environments, and is energized by making support and human agents better.
WHAT YOU'LL DO
- Design, build, and maintain AI-assisted tools that improve how support specialists triage, research, and resolve tickets; including agent-facing copilots, knowledge surfacing tools, and response assist features
- Own the automation layer across the support stack, building custom integrations, cross-tool workflows, and solutions that extend beyond what Zendesk natively offers
- Partner with Data team to build and maintain reporting infrastructure that gives the support org real-time and historical visibility into volume, quality, efficiency, and trends
- Identify manual or repetitive agent workflows and architect automated or AI-assisted alternatives that reduce friction without sacrificing quality
- Partner with the Support Enablement Lead to integrate tooling improvements into how agents are trained and how knowledge is surfaced in the moment of need
- Collaborate with the Support Systems Administrator to ensure automation and AI initiatives are implemented and maintained cleanly within the core support stack
- Partner closely with the Support Systems Administrator and CX Operations Lead — they own the Zendesk platform and its native features; you own what's built beyond it
- Evaluate new tools, run structured pilots, and bring recommendations to leadership with clear rationale and data
- Document systems, integration logic, and automation workflows to ensure maintainability as the org scales
WHAT YOU HAVE
- 5-7+ years of experience in CX operations or CX tooling in an AI-forward environment
- Demonstrated track record of shipping AI-assisted workflows and automation in live support environments
- Deep hands-on experience with AI tooling in the support/CX space: LLM-powered copilots, RAG systems, agent assist platforms, and how to deploy them responsibly at scale
- Expert-level familiarity with support platforms (Zendesk strongly preferred), including working with APIs and integration layers beyond out-of-the-box configuration
- Built and owned reporting systems end-to-end
- Strong operational intuition: you've worked in or alongside support teams and understand what agent friction actually looks like
- Clear communicator who can translate technical decisions for non-technical stakeholders and leadership
COMPENSATION
$124,000 - $185,000 USD
DEPENDING ON YOUR LOCATION, AN APPLICANT PRIVACY NOTICE MAY APPLY TO YOU. YOU CAN FIND ALL OF OUR APPLICANT PRIVACY NOTICES [HERE https://www.notion.so/harveyai/Harvey-Candidate-Privacy-Policies-319ac3fcdd7a803bb807d5094f249922].
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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