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About the role
Key responsibilities & impact- Act as the first point of contact for non-technical support inquiries, ensuring timely, empathetic, and accurate responses.
- Exercise sound judgment on ticket routing; knowing when to resolve independently and when to escalate to a senior support specialist.
- Own your queue: manage ticket volume against SLA targets without sacrificing response quality. Customers should always receive accurate, complete answers that reflect Harvey's standard of care.
- Apply consistent, accurate ticket tagging and categorization to support team-wide reporting and trend visibility.
- Maintain a strong working knowledge of Harvey's core product features to provide clear and effective guidance.
- Follow established playbooks and macros with precision; flag gaps or inconsistencies so the team can improve them over time.
- Contribute to FAQs, internal guides, and knowledge base articles that streamline support for recurring questions; surface content gaps when customer questions reveal missing or unclear documentation.
- Partner with the Customer Education team to flag areas where self-serve content can reduce repeat contact volume.
- Stay adaptable and proactive in a rapidly evolving startup environment, operating effectively even when processes or product features are changing quickly.
Requirements
What you’ll need- 2 years of professional experience in customer support at a SaaS company in the technology industry.
- Experience with customer support platforms (e.g. Zendesk, Salesforce) and working fluency with AI tools (e.g. ChatGPT, Claude, Gemini); you use them, not just know of them.
- Strong written communication skills; clear, professional, and appropriately calibrated to the audience, whether a law firm partner or an internal stakeholder.
- Comfort working in a fast-paced, high-growth environment with competing priorities and limited process documentation.
- High process consistency: you follow established workflows reliably and flag when something doesn't fit the playbook rather than improvising silently.
- Excellent organisational skills and attention to detail, including disciplined ticket hygiene.
- Comfort with ambiguity; you can make sound judgment calls and move forward without having every answer in front of you.
- Growth mindset and eagerness to learn technical concepts over time, with a clear interest in building toward more complex support scope.
Benefits
Comp & perks- Structured hybrid working arrangement: 3 days in our Sydney office, 2 days working from home
- Health Coverage: Fully covered private hospital insurance, plus extras for dental, optical, physio, mental health, and more.
- Family & Fertility Support: Support for fertility treatments, adoption, and surrogacy through Carrot.
- Retirement & Security: Comprehensive coverage designed to support your long-term well-being.
- Paid Leave: Paid annual leave, sick leave, and fully paid parental leave for all parents.
- Wellness & Perks: Daily in-office lunch, wellness memberships through Wellhub, and monthly commuting support.
- Professional Development: Annual support for courses, certifications, conferences, and books.
- Remote Work Allowance: Monthly support for home office, internet, and phone expenses.
- Harvey Holiday: After four years, enjoy a four-week paid sabbatical to rest, travel, or explore new experiences.
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 supportticket routingticket taggingSLA managementdocumentationknowledge base creationprocess consistencyproblem-solvingtechnical concept learning
Soft Skills
empathyjudgmentcommunicationadaptabilityorganizational skillsattention to detailcomfort with ambiguitygrowth mindsetproactivity