AI Support Lead
About The Position
Harvey is transforming how legal and professional services operate by combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise. This is a rare chance to help build a generational company at a true inflection point. The 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. The work is ambitious, the bar is high, and the opportunity for growth — personal, professional, and financial — is unmatched. 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 [email protected].
Requirements
- 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. Owned and shipped, not just scoped or piloted.
- Fluent in 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.
- 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.
Nice To Haves
- Direct experience with Conversational AI/chatbot platforms (e.g. Sierra, Decagon, Forethought).
- Experience with Zendesk or similar support platform.
- Experience with reporting/BI tooling.
Responsibilities
- Own Harvey's 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.
- Define the roadmap for conversational AI, with scope expected to expand beyond support into broader CX and product-adoption use cases.
- Manage the Help Center chatbot and internal email-ticket AI agent, ensuring they are live, owned, and improving against clear metrics.
- Enable other CX leads to get measurably more out of AI in their own workflows.
- Proactively manage the vendor relationship, structuring, evaluating, and iterating on pilots with performance data.
- Represent the AI program credibly to cross-functional leadership in MBR/QBR-style settings.
- Build a team underneath this person as the program's success justifies it.
Benefits
- The opportunity for growth — personal, professional, and financial — is unmatched.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
