Job Overview
Location
London
Job Type
Full-time
Category
Software Engineering
Date Posted
May 22, 2026
Full Job Description
đź“‹ Description
- • Serve as the first point of contact for enterprise customers, resolving technical and product-related inquiries including AI output quality, app access, API issues, authentication errors, and error log analysis.
- • Deliver empathetic, accurate, and timely support during fixed Friday–Tuesday shifts, which include weekend coverage as part of the standard five-day workweek.
- • Manage multiple competing priorities with high responsiveness, reliability, and accountability during assigned support shifts.
- • Collaborate with teammates and cross-functional teams to troubleshoot complex issues, escalate when necessary, and enhance overall customer experience.
- • Maintain up-to-date knowledge of Harvey’s products, features, and services to provide informed and current support to enterprise clients.
- • Document customer interactions, issues, and feedback to drive continuous improvement of products, support processes, and knowledge base content such as FAQs.
- • Independently own assigned tasks while actively contributing to the refinement of team workflows and operational procedures.
- • Communicate complex technical concepts clearly to both technical and non-technical customers, building trust and ensuring understanding.
- • Utilize customer support tools and CRM systems to manage tickets, track resolutions, and maintain accurate records of customer engagements.
- • Apply strong problem-solving and critical-thinking skills to diagnose and resolve intricate technical issues with a creative, methodical approach.
- • Demonstrate a commitment to continuous learning by staying current on AI-driven product trends, industry best practices, and support methodologies.
- • Work within a high-intensity, fast-paced environment where ownership, urgency, and excellence are core to daily operations.
- • Engage directly with customers ranging from legal professionals to engineers, ensuring a seamless and premium support experience aligned with enterprise expectations.
- • Contribute to a culture of collaboration, accountability, and shared ownership across the User Operations team and broader organization.
🎯 Requirements
- • 3+ years of proven experience in a fast-paced technical support role, delivering white-glove or premium support to large enterprise customers for AI-driven products.
- • Exceptional empathy and communication skills (written and verbal), with the ability to build trust and clearly explain complex technical concepts to technical and non-technical audiences.
- • Solid understanding of APIs and ability to troubleshoot and articulate API-related concepts.
- • Proficiency with customer support tools and CRM systems.
- • Strong problem-solving and critical-thinking abilities, with a creative approach to diagnosing and resolving complex issues.
- • Highly organised and adaptable, able to manage multiple tasks and competing priorities effectively.
🏖️ Benefits
- • Opportunity to help shape the future of professional services through frontier agentic AI technology.
- • Work alongside a sharp, motivated team committed to excellence and deep ownership of outcomes.
- • Access to a rapidly scaling company with 1000+ customers in 60+ countries and world-class investor support.
- • Clear path for personal, professional, and financial growth within a company defining a new category.
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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