Harvey
CX Knowledge Specialist
$88K–$132K
Remote · Remote · 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 Harvey’s support knowledge base for specialists and its AI Support agent, keeping content accurate, structured, and useful as the product changes.
What you'll do
- Audit, consolidate, migrate, and maintain support articles, troubleshooting guides, and product knowledge.
- Update and validate knowledge around product releases; use tickets, search logs, and agent escalations to prioritize content improvements.
- Build AI-assisted content workflows and coordinate reviews with Product, Engineering, AI Support, and GTM Enablement.
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 use of LLMs, with concrete examples of using them to write, maintain, or improve content.
- Strong writing and systems thinking; ability to use data and collaborate with cross-functional subject-matter experts.
Pay
$88,000 - $132,000 USD (base salary); $88K – $132K (compensation; type not specified)
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