Technical CX Specialist, EMEA

Highlights

• Support legal, tax and finance teams at the world's largest firms using Harvey.
• Own technical issues from first response through to root cause resolution.
• Shape support processes and knowledge base as product and team scale fast.

Ideal candidate

Empathetic, ownership-driven problem solver who thrives in fast-moving ambiguity and cares deeply about delivering white-glove service to demanding enterprise professionals.

Requirements

• 3+ years in technical support in fast-paced environment providing white-glove support to large enterprise customers for AI-driven products
• Exceptional empathy and genuine desire to help and connect with customers
• Strong problem-solving skills with ability to resolve complex issues creatively
• Excellent organisational skills managing multiple tasks and priorities
• Comfortable operating with ambiguity with track record of taking ownership
• Strong written and verbal communication conveying complex information clearly
• Understanding of APIs and ability to explain API concepts to technical and non-technical customers
• Familiarity with customer support tools and CRM systems; Zendesk, Salesforce a plus