Job Overview
Location
Remote
Job Type
Full-time
Category
HR & Recruiting
Date Posted
May 17, 2026
Full Job Description
đź“‹ 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.
- • Translate rapid product releases and evolving support processes into clear, actionable learning materials in formats such as written guides, short-form videos, live training sessions, and self-guided modules.
- • Support the end-to-end logistics of the onboarding program by coordinating new hire schedules, tracking ramp progress, and identifying areas where additional support or intervention is needed.
- • Maintain and organize a centralized enablement content library, ensuring all materials are accurate, up-to-date, and easily accessible as the team and product scale.
- • Partner with QA teams to analyze ticket trends and QA scores, then design targeted learning content to address recurring knowledge gaps and performance issues.
- • Collaborate with Customer Education and Product teams to stay ahead of upcoming feature releases and integrate changes into training materials before they impact customer support tickets.
- • Collect and synthesize feedback from support specialists and new hires to iteratively improve the relevance, clarity, and effectiveness of enablement content and delivery methods.
- • Track and analyze performance metrics for enablement content (e.g., completion rates, quiz scores, post-training ticket resolution times) and share actionable insights with the Support Enablement Lead to guide program optimization.
- • Work closely with the Support Enablement Lead to execute day-to-day initiatives while maintaining ownership over content delivery, scheduling, and material accuracy.
- • Adapt quickly to changing priorities in a fast-paced, high-growth SaaS environment where product evolution and customer demand drive continuous updates to training content.
- • Ensure all enablement materials align with Harvey’s standards for clarity, consistency, and usability, tailored specifically to the needs of technical support specialists handling legal and professional services workflows.
- • Proactively identify opportunities to improve training efficiency, such as incorporating automation, AI-assisted tools, or streamlined workflows, while maintaining quality and scalability.
- • Serve as a bridge between support operations, product development, and customer education to ensure training content reflects real-world use cases and emerging customer issues.
🎯 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 transform complex product or process information into clear, engaging, and actionable learning materials.
- • Solid instructional design fundamentals — understanding of learning structures, reinforcement techniques, and appropriate format selection for different learning moments.
- • Experience working in fast-paced environments with frequent product releases and the ability to rapidly update training content.
- • Strong organizational and detail-oriented skills — capable of managing a scalable content library and tracking multiple concurrent projects without errors.
- • Familiarity with support workflows and the competencies required for technical support specialists to confidently resolve customer issues.
🏖️ Benefits
- • Competitive compensation range of $87,000 - $130,400 USD, determined by location.
- • Fully remote work opportunity with flexibility within approved U.S. states.
- • Hybrid option available for candidates within commutable distance of San Francisco or New York offices (3 days per week in office).
- • Opportunity to shape the foundational support enablement function of a high-growth AI company at a critical inflection point.
Skills & Technologies
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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