CX Knowledge Specialist
Harvey- Compensation
- $88k–$132k Published range
- Location
- Hybrid - New York Remote eligibility
- Employment
- Full-time Mid-level
About the job
About Harvey
Harvey is transforming legal and professional services by combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise. The company is scaling fast with strong product-market fit and world-class investor support.
Role Overview
The CX Knowledge Specialist owns the source of truth for product knowledge: articles, troubleshooting guides, and product knowledge that specialists and the AI Support agent answer from. This role consolidates knowledge into a well-structured foundation built for both people and AI, keeps it accurate as the product moves, and uses ticket, search, and agent data to decide what to fix next. This is a hands-on role for a strong writer and systems thinker.
What You'll Do
- Audit 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 affected articles before launch.
- Close knowledge gaps by triaging reports from downstream teams 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 day-to-day contact for SMEs in Product, Engineering, AI Support, and GTM Enablement.
What You Have
- 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 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.
Compensation
$88,000 - $132,000 USD
Skills & tags
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