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About the role
Key responsibilities & impact- Act as the first point of contact for support inquiries, ensuring timely, empathetic, and accurate responses.
- Own and resolve high-volume, non-technical requests from internal teams and customers.
- Accurately document and categorize support issues to identify trends and opportunities for improvement.
- Partner with teammates to escalate complex or technical issues effectively.
- Maintain a strong working knowledge of Harvey’s core product features to provide clear and effective guidance.
- Contribute to FAQs, internal guides, and knowledge base articles that streamline support for recurring questions.
- Stay adaptable and proactive in a rapidly evolving startup environment.
Requirements
What you’ll need- 2 years of professional experience in customer support at a SaaS company in the technology industry.
- Strong empathy and communication skills with a genuine desire to help others.
- Comfort working in a fast-paced, high-growth environment with competing priorities.
- Excellent organizational skills and attention to detail.
- Growth mindset and eagerness to learn technical concepts over time.
- Experience with customer support tools (e.g., Zendesk, Freshdesk, Salesforce) is a plus, but not required.
Benefits
Comp & perks- Comprehensive health, dental and vision coverage
- Retirement benefits (401k match up to 4%)
- Flexible PTO
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer supportdocumentationissue categorizationtrend identificationtechnical issue escalation
Soft Skills
empathycommunicationorganizational skillsattention to detailadaptabilityproactivitygrowth mindsetdesire to help