Harvey
CX Knowledge Specialist
$88K–$132K
San Francisco · Hybrid · Full-time · Posted Oct 23, 2026
- Experience
- 5+ years in knowledge management, support operations, technical writing, or content operations.
About the job
Owns and maintains a structured knowledge base for support specialists and Harvey’s AI Support agent, keeping content accurate through product releases and using support data to prioritize improvements.
What you'll do
- Audit and consolidate fragmented knowledge content; maintain support articles, troubleshooting guides, and product best practices.
- Update and structure knowledge for human and AI retrieval, coordinating reviews with Product, Engineering, AI Support, and Enablement.
- Analyze ticket, search, and agent signals to prioritize content improvements and build AI-assisted content workflows.
What they ask for
- 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.
- Comfort using LLMs in daily work and explaining how they have been used to write, maintain, or improve content.
- Strong writing and systems-thinking skills; uses data to prioritize content work.
Pay
$88,000 - $132,000 USD (base salary)
Tools
Zendesk, Notion, LLMs
AI focus
Structures knowledge for the AI Support agent and builds AI-assisted workflows for drafting, refreshing, and detecting stale content.
Model-written summary · the original posting is authoritative