Harvey Customer Experience Manager at Harvey leading a high-performing support team serving lawyers and professional services teams. Drive operational excellence and accountability across the global support organization.
Responsibilities
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.
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.
8+ years in customer support or customer experience, including 4+ years managing teams in a high-volume environment serving enterprise customers.
