Description
Compensation
The compensation for this role ranges from $88,000 to $132,000 USD. Additionally, this role is eligible to participate in Harvey's equity plan and benefits program, which includes comprehensive health, dental, and vision coverage, retirement benefits (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 scaling fast and defining a new category in real time, with strong product-market fit and world-class investor support.
Role Overview
The CX Knowledge Specialist owns the source of truth for product knowledge, including articles, troubleshooting guides, and product knowledge that specialists and the AI Support agent rely on. You'll consolidate this knowledge into one well-structured foundation built for both people and AI, keep it accurate as the product evolves, 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 by applying taxonomy, metadata, and templates consistently.
- Keep knowledge current through every release by tracking product updates 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 accuracy.
- 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 like 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 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.
- Builds strong working relationships with cross-functional SMEs quickly.
Benefits
- Comprehensive health, dental, and vision coverage
- Retirement benefits (401k match up to 4%)
- Flexible PTO
- Equity plan