AI Support Lead

At Harvey were transforming how legal and professional services operate. By combining frontier agentic AI an enterprise-grade platform and deep domain expertise were reshaping how critical knowledge work gets done for decades to come.

This is a rare chance to help build a generational company at a true inflection point. We have strong product-market fit and world-class investor support. Were scaling fast and defining a new category in real time. The work is ambitious the bar is high and the opportunity for growth personal professional and financial is unmatched.

Our team moves fast takes ownership and is deeply committed to the mission operating with intensity staying close to our customers and pushing each other for excellence. We live by three values: Decisiveness Simplicity and Jobs Not Finished. We act quickly on clear judgment over perfect information we believe simplicity is what scales and were never satisfied with where we are. If you want to do the best work of your career alongside people who share that drive wed love to build with you.

At Harvey the future of professional services is being written today and were just getting started.

Own Harveys conversational AI and chatbot mandate end to end: the vendor relationship for the platform the customer-facing Help Center chatbot and the internal AI agent working inbound email tickets plus acting as the internal AI expert for the rest of CX Operations.

This is an early-stage high-leverage mandate. The roadmap is this persons to define not inherit and the scope is expected to expand beyond support into broader CX and product-adoption use cases for conversational AI over time.

• The Help Center chatbot and internal email-ticket AI agent are live owned and improving against clear metrics

• Other CX leads are getting measurably more out of AI in their own workflows because of this persons involvement

• The vendor relationship is managed proactively pilots are structured evaluated and iterated on with real performance data

• This program is represented credibly to cross-functional leadership in MBR/QBR-style settings

• A team is being built underneath this person as the programs success justifies it

Tooling context: Conversational AI/chatbot platforms (e.g. Sierra Decagon Forethought strong plus if direct experience) Zendesk or similar support platform reporting/BI tooling

• Proven track record owning a conversational AI/chatbot program end to end vendor relationship roadmap conversation design and escalation logic and accountability for the business outcomes. Not scoped or piloted owned and shipped.

• Fluent in the metrics that prove a program is working: containment rate deflection rate resolution quality CSAT on AI-assisted interactions human escalation rate and comfortable building and defending reporting on them

• Real people management experience hiring developing and holding people accountable to clear goals since this person will grow the team once initial success is achieved

• Strong cross-functional operator: can partner with Support Operations and Engineering so tooling integrates cleanly and can act as the internal AI expert helping other CX leads move their own metrics

• Comfortable owning a vendor relationship directly not just using a platform but managing it

$155400 - $233200 USD

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Harvey is an equal opportunity employer and does not discriminate on the basis of race gender sexual orientation gender identity/expression national origin disability age genetic information veteran status marital status pregnancy or related condition or any other basis protected by law.

We are committed to providing reasonable accommodations to applicants with disabilities and requests can be made by emailing