Harvey
CX Knowledge Specialist
$88K–$132K
New York · Full-time · Posted Oct 23, 2026
- Experience
- 5+ years.
About the job
Owns and maintains a centralized knowledge base for customer support specialists and Harvey’s AI Support agent, keeping content accurate, searchable, and aligned with product releases.
What you'll do
- Audit and migrate fragmented content into a structured knowledge foundation; maintain articles, guides, and product best practices.
- Update and review knowledge around product releases, using ticket, search, and agent signals to prioritize content fixes.
- Build AI-assisted workflows for drafting, refreshing, and identifying stale content; coordinate reviews with cross-functional SMEs.
What they ask for
- 5+ years 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.
- Daily experience using LLMs to write, maintain, or improve content.
- Strong writing and systems thinking, with data-driven prioritization and cross-functional collaboration skills.
Pay
$88,000 - $132,000 USD (base salary); $88K – $132K (compensation range; pay type not specified)
Tools
Zendesk, Notion, LLMs
AI focus
Structure content for retrieval by the AI Support agent and build AI-assisted workflows for drafting, refreshing, and detecting stale knowledge.
Model-written summary · the original posting is authoritative