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.