CX Knowledge Specialist

Harvey is transforming legal and professional services with frontier agentic AI, an enterprise-grade platform, and deep domain expertise. We have strong product-market fit and world-class investor support, scaling fast and defining a new category. Our values are Decisiveness, Simplicity, and Job's Not Finished.

The CX Knowledge Specialist owns the source of truth: the articles, troubleshooting guides, and product knowledge that specialists and our AI Support agent answer from. You'll consolidate knowledge into one well-structured foundation built for both people and AI, keep it accurate as the product moves, and use ticket, search, and agent data to decide what to fix next. This is a hands-on role for a strong writer and systems thinker.

• Audit today's fragmented content surfaces: inventory and tag what exists, flag duplicate or stale content, and migrate it into one knowledge foundation.
• Own the knowledge base: product support articles, troubleshooting guides, how-tos, and product best practices.
• Structure knowledge for both humans and AI, applying taxonomy, metadata, and templates consistently.
• Keep knowledge current through every release, updating or creating articles before launch.
• Close knowledge gaps by triaging reports and mining ticket signals, search logs, and agent escalations.
• Build AI-assisted workflows for drafting, refreshing, and detecting stale content.
• Run review cycles, ownership assignments, versioning, and archiving.
• Serve as the day-to-day contact for SMEs in Product, Engineering, AI Support, and GTM Enablement.

• 5+ years of experience in knowledge management, support operations, technical writing, or content operations.
• Hands-on experience with knowledge base platforms (Zendesk, Notion, or similar), including structuring, migrating, and maintaining content at scale.
• Comfortable using LLMs in your daily workflow.
• A systems thinker and strong writer who can turn complex technical or legal-product details into clear, retrievable content.
• Uses data (ticket trends, search behavior, QA findings) to decide what to write or fix next.
• Builds strong working relationships with cross-functional SMEs quickly.

$88,000 - $132,000 USD