CX Knowledge Specialist

Highlights

• Own the source of truth powering specialists and Harvey's AI Support agent.
• Consolidate fragmented content into one AI-ready knowledge foundation.
• Mine ticket, search, and agent signals to close knowledge gaps at the source.

What they offer

• equity
• bonus

Ideal candidate

A systems-thinking writer who loves structure and clarity, turns complex product details into retrievable knowledge, and thrives owning a fast-moving AI-first support foundation.

Requirements

• 5+ years of experience in knowledge management, support operations, technical writing, or content operations
• Hands-on experience with knowledge base platforms (Zendesk, Notion, or similar), including structuring, migrating, and maintaining content at scale
• Comfortable using LLMs in daily workflow to write, maintain, or improve content
• Systems thinker and strong writer who turns complex technical details into clear, retrievable content
• Comfortable operating at pace where product changes weekly without waiting for perfect process
• Uses data from ticket trends, search behavior, and QA findings to decide what to write or fix next
• Builds strong relationships with cross-functional SMEs and gets content reviewed without direct authority