Support Enablement Specialist

Harvey AI Inc.

Job Overview

Location

San Francisco

Job Type

Full-time

Full Job Description

📋 Description

• Build and maintain comprehensive enablement content across the full learning lifecycle, including onboarding curricula, product update training, process guides, quick-reference materials, and skills development resources tailored to support specialists.
• Translate rapid product releases and operational process changes into clear, actionable learning materials in multiple formats — written guides, short-form videos, live training sessions, and self-guided modules — ensuring timely alignment with product evolution.
• Support the execution and logistics of the onboarding program by coordinating new hire schedules, tracking ramp progress, and identifying early-stage performance gaps that require additional intervention or resources.
• Maintain and organize a centralized enablement content library, ensuring all materials are accurate, up-to-date, logically structured, and easily accessible as the team and product scale across global markets.
• Partner with QA teams to analyze ticket trends and QA scores, identifying recurring knowledge gaps and transforming them into targeted learning content that reduces support escalations and improves resolution rates.
• Collaborate with Customer Education and Product teams to stay ahead of upcoming releases, incorporating product changes into training materials before they impact customer support workflows or generate inbound issues.
• Gather structured feedback from support specialists and new hires to assess the clarity, usability, and effectiveness of enablement content, and iteratively improve materials based on real-world usage.
• Track and analyze content performance metrics such as completion rates, assessment scores, time-to-proficiency, and reduction in ticket volume tied to trained topics, and share actionable insights with the Support Enablement Lead to guide program refinement.
• Ensure all learning materials reflect Harvey’s enterprise-grade platform capabilities and the nuanced requirements of legal and professional services users, maintaining consistency in tone, terminology, and technical accuracy.
• Operate with autonomy in execution while closely aligning with the Support Enablement Lead’s strategic priorities, balancing multiple concurrent content projects under tight deadlines in a fast-paced, rapidly evolving environment.
• Work cross-functionally with support operations, engineering, and product teams to ensure enablement content accurately mirrors live product behavior and internal workflows, minimizing misinformation and reducing onboarding friction.
• Proactively monitor industry best practices in SaaS enablement and instructional design, applying relevant techniques to enhance engagement, retention, and knowledge transfer among support specialists.
• Maintain a high standard of detail orientation when managing version control, publication schedules, and content updates, ensuring no outdated or incorrect materials remain in circulation.
• Contribute to the continuous improvement of Harvey’s support function by helping standardize best practices, documenting tribal knowledge, and reducing dependency on ad-hoc training.
• Demonstrate adaptability to shifting priorities and evolving product features, consistently delivering high-quality enablement resources even amid frequent changes.
• Represent the voice of the support specialist in content development decisions, ensuring training materials are practical, empathetic, and aligned with real-world customer interaction scenarios.
• Maintain awareness of Harvey’s customer base of 1000+ clients in 60+ countries, ensuring content is culturally and contextually appropriate for a global support team.
• Utilize feedback loops and performance data to advocate for resource allocation or process improvements that enhance learning outcomes and specialist confidence.

🎯 Requirements

• 2+ years of experience in support enablement, support content creation, or a related role within a technical SaaS product environment
• Strong content creation skills — ability to translate complex product or process information into clear, engaging, and actionable learning materials
• Solid instructional design fundamentals — understanding of learning structure, reinforcement techniques, and format selection for different training moments
• Experience working in fast-paced environments with frequent product release cycles and the ability to adapt training content quickly
• Organized and detail-oriented — proven ability to manage a content library, track multiple projects, and maintain accuracy under scaling conditions
• Familiarity with support workflows and the skills required for specialists to confidently handle technical customer issues

🏖️ Benefits

• Compensation range of $87,000 - $130,400 USD depending on location
• Opportunity to work at a generational company defining a new category in professional services with frontier agentic AI
• High-impact role with direct influence on the effectiveness of a global support team
• Collaborative environment with sharp, mission-driven teams committed to excellence and rapid innovation

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Harvey AI Inc.

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About Harvey AI Inc.

Harvey AI Inc. provides a generative artificial-intelligence platform engineered specifically for the legal profession. The software integrates with law-firm workflows to automate contract drafting, review, due-diligence and regulatory research, producing lawyer-quality language grounded in up-to-date statutes and precedents. Harvey combines large language models trained on legal corpora with secure, private-cloud deployment and firm-specific fine-tuning to maintain confidentiality and compliance. Clients range from global law firms to in-house legal departments seeking efficiency gains without compromising accuracy or security. The company was founded in 2022 and is headquartered in San Francisco, California.

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