Harvey
Manager, Customer Experience
$144K–$216K
San Francisco · Hybrid · Manager · Full-time · Posted Sep 4, 2026
- Experience
- 8+ years in customer support or customer experience, including 4+ years managing teams in a high-volume environment serving enterprise customers.
About the job
Leads regional customer support operations, team performance, escalations, staffing, and adoption of AI tools across Harvey’s global support organization.
What you'll do
- Manage regional support delivery, performance metrics, escalations, and incident response.
- Coach, hire, onboard, and develop support team members; forecast staffing and coverage.
- Improve support processes and promote effective practices and AI-tool adoption across regions.
What they ask for
- 8+ years in customer support or customer experience, including 4+ years managing teams in a high-volume environment serving enterprise customers.
- Experience owning support metrics and building reporting; admin-level fluency with Zendesk or an equivalent platform.
- Ability to troubleshoot enterprise escalations, including API, authentication, and AI output quality issues, and brief Engineering.
- Availability for an on-call rotation outside scheduled hours, including nights, weekends, and holidays.
Pay
$144,000 - $216,000 USD (base salary); $144K – $216K (compensation; base salary or total pay not specified)
Tools
Zendesk, Salesforce, Omni, Snowflake
AI focus
Drive adoption of AI tools in support triage, drafting, deflection, and QA; use AI tools in production support workflows and guide how AI affects support-team operations.
Model-written summary · the original posting is authoritative