Manager, Customer Experience

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. - Availability to participate in an on-call rotation outside scheduled working hours, including nights, weekends, and holidays, in accordance with the company’s on-call policy. 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-319ac3fcdd