Customer Experience Manager

• Lead a high-performing support team serving lawyers and professional services teams
• Drive operational excellence and accountability across Harvey's global support organization
• Run day-to-day support delivery for the region, including queue and coverage management, triage, handoff, and escalation judgment
• Monitor First Response Time, Resolution Time, QA, and cSAT; identify root causes and implement fixes
• Set individual performance expectations and coach team members against QA results
• Own escalations end to end, including severity judgment, customer communication, resolution, and actionable Engineering bug reports
• Partner with Product, Engineering, and Go-to-Market to turn recurring escalations into fixes
• Participate in the on-call rotation for customer-impacting incidents and coordinate response and customer communication
• Drive adoption of AI tools and systems for triage, drafting, deflection, and QA
• Pressure-test CX Operations releases against real queue conditions
• Compare regional performance with other CX regions and propose globally applicable practices
• Forecast coverage and staffing against volume and flag gaps
• Hire, onboard, and develop team members

• 8+ years in customer support or customer experience
• 4+ years managing teams in a high-volume environment serving enterprise customers
• Ability to operate at Harvey's fast pace
• Deep focus on the customer
• Genuine investment in developing a team
• Experience managing close to the work and understanding support tickets beyond dashboard metrics
• Evidence of a support-team change that produced a significant performance improvement
• Ownership of metrics including FRT, TTR, cSAT, QA, backlog, and deflection
• Ability to build reporting; experience with Zendesk, Salesforce, Omni, and Snowflake
• Understanding of enterprise escalations, including severity judgment and customer communication
• Ability to reproduce issues, read error logs, and troubleshoot API, authentication, and AI output quality issues
• Ability to take process improvements from idea to implementation
• Day-to-day proficiency using AI tools in a production support workflow
• Admin-level fluency with Zendesk or an equivalent platform, including views, triggers, macros, and routing logic

Demonstrates extensive experience in customer support and team management, with a strong focus on operational excellence and performance metrics. Proficient in utilizing AI tools and platforms like Zendesk to enhance support delivery and drive team development.

• Customer Support Management
• Performance Metrics Ownership
• AI Tools Proficiency
• Team Development and Coaching
• Escalation Management

• First Response Time (FRT)
• Resolution Time (TTR)
• Customer Satisfaction (cSAT)
• Quality Assurance (QA)
• Support Ticket Management
• Process Improvement Implementation
• Troubleshooting API Issues
• Understanding of Escalation Severity
• Reporting and Analytics
• Performance Improvement Strategies

• Customer Focus
• Team Development Investment
• Operational Accountability
• Effective Communication
• Leadership in High-Volume Environments

• Customer Experience
• Enterprise Support
• High-Volume Environment
• Support Team Change Management
• Global Support Organization

• Zendesk
• Salesforce
• Omni
• Snowflake
• AI Tools for Support