# CX Knowledge Specialist

**Company**: Harvey
**Location**: Remote
**Work arrangement**: remote
**Experience**: senior
**Job type**: full-time
**Salary**: $88K - $132K
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://jobs.ashbyhq.com/harvey/5ed49bc7-8cbe-46c3-8372-3db733ad02fb?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_13328007-3ab

## Description

## Compensation

The compensation for this role ranges from $88,000 to $132,000 USD, and includes equity and bonus opportunities. Additionally, this role is eligible to participate in Harvey's equity plan and benefits program, which features comprehensive health, dental, and vision coverage, retirement benefits with a 401k match up to 4%, and flexible PTO.

## 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 building a generational company at a true inflection point, with strong product-market fit and world-class investor support.

## Role Overview

As a CX Knowledge Specialist, you will own the source of truth for product knowledge, consolidating it into a well-structured foundation built for both people and AI. You'll work alongside Enablement Specialists to ensure that knowledge is accurate and up-to-date, and use data to decide what to fix next.

## What You’ll Do

- Audit and consolidate today's fragmented content surfaces into one knowledge foundation.

- Own the knowledge base, including product support articles, troubleshooting guides, and product best practices.

- Structure knowledge for both humans and AI, applying taxonomy, metadata, and templates consistently.

- Keep knowledge current through every release, tracking what Product ships and updating or creating affected articles.

- Close knowledge gaps at the source by owning the feedback loop and triaging reports of inaccurate or missing content.

- Mine ticket signals, search logs, and agent escalations to find missing content and prioritize fixes.

- Build AI-assisted workflows for drafting, refreshing, and detecting stale content.

- Run review cycles, ownership assignments, versioning, and archiving to ensure content stays accurate.

- Serve as the day-to-day contact for SMEs in Product, Engineering, AI Support, and GTM Enablement.

## What You Have

- 5+ years of experience in knowledge management, support operations, technical writing, or content operations.

- Hands-on experience with knowledge base platforms, such as Zendesk or Notion.

- Comfortable using LLMs in your daily workflow and able to speak concretely to how you've used them.

- A systems thinker who likes structure and a strong writer who can turn complex technical details into clear content.

- Comfortable operating at Harvey's pace, where the product changes weekly.

- Uses data to decide what to write or fix next, rather than working from a static backlog.

- Builds strong working relationships with cross-functional SMEs quickly.

## Compensation

The compensation range for this role is $88,000 - $132,000 USD.

## Equal Opportunity Employer

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.

## Skills

### Required
- knowledge management
- support operations
- technical writing
- content operations
- LLMs
- Zendesk
- Notion

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Source: [Apply at jobs.ashbyhq.com](https://jobs.ashbyhq.com/harvey/5ed49bc7-8cbe-46c3-8372-3db733ad02fb?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)