# CX Knowledge Specialist

**Company**: Harvey
**Location**: San Francisco
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Salary**: $88,000 - $132,000 USD
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://jobs.ashbyhq.com/harvey/a9ad715e-6724-4ab8-a739-2cec5cd0e61f?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_a5689d13-deb

## Description

## Compensation

The compensation for this role is $88,000 - $132,000 USD, with additional benefits including equity, bonus, 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, consolidating it into one 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 ticket, search, and agent data to decide what to fix next.

## What You'll Do

- Audit today's fragmented content surfaces, inventory and tag what exists, flag what's duplicate or stale, and migrate it into one knowledge foundation.

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

- Structure knowledge for both humans and AI, applying taxonomy, metadata, and templates consistently, and write articles that retrieve and chunk cleanly for the AI Support agent.

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

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

- Mine ticket signals, search logs, and agent escalations to find missing content, stale articles, and areas with high deflection potential.

- 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, including structuring, migrating, and maintaining content at scale.

- 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 or legal-product details into clear content.

- Comfortable operating at Harvey's pace, where the product changes weekly and content needs to keep up.

- 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.

## Skills

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

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Source: [Apply at jobs.ashbyhq.com](https://jobs.ashbyhq.com/harvey/a9ad715e-6724-4ab8-a739-2cec5cd0e61f?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)