CX Knowledge Specialist

Harvey • San Francisco, CA

7d • $88,000 - $132,000

About The Position

The CX Knowledge Specialist owns Harvey’s source of truth for support knowledge, including articles, troubleshooting guides, how-tos, and product best practices used by support specialists and the AI Support agent. The role consolidates fragmented content into a structured foundation designed for both people and AI, keeps it accurate through frequent product releases, and uses ticket, search, and agent data to prioritize improvements.

The specialist works alongside Enablement Specialists and serves as a day-to-day contact for subject-matter experts in Product, Engineering, AI Support, and GTM Enablement. This is a hands-on writing and knowledge-systems role focused on maintaining accurate, retrievable content and building AI-assisted workflows that help the knowledge base scale.

Requirements

• At least 5 years of experience in knowledge management, support operations, technical writing, or content operations.
• Hands-on experience with knowledge base platforms such as Zendesk, Notion, or similar, including structuring, migrating, and maintaining content at scale.
• Comfort using LLMs in daily work and describing concrete examples of using them to write, maintain, or improve content.
• Strong writing ability to turn complex technical or legal-product details into clear, retrievable content.
• Systems-thinking skills and an interest in structured knowledge.
• Ability to keep content current in a fast-paced environment where the product changes weekly.
• Ability to use data such as ticket trends, search behavior, and QA findings to decide what to write or fix next.
• Ability to build cross-functional relationships with SMEs and get content reviewed and adopted without direct authority.

Responsibilities

• Audit fragmented content surfaces, inventory and tag existing material, identify duplicate or stale content, and migrate content into one knowledge foundation.
• Own product support articles, troubleshooting guides, how-tos, and product best practices used by specialists and the AI Support agent.
• Structure content for people and AI using consistent taxonomy, metadata, and templates, and write articles that retrieve and chunk cleanly for the AI Support agent.
• Track product releases and update or create affected articles before launch so content is ready for training and AI Support use.
• Triage reports of inaccurate, missing, or hard-to-find content from downstream teams and update source material to close knowledge gaps.
• Analyze ticket signals, search logs, and agent escalations to identify missing content, stale articles, and deflection opportunities, then prioritize fixes.
• Build AI-assisted workflows for drafting, refreshing, and detecting stale content, including prompts, automations, and review queues.
• Run review cycles and manage ownership assignments, versioning, and archiving to maintain content accuracy as the product changes.
• Serve as the day-to-day contact for SMEs in Product, Engineering, AI Support, and GTM Enablement to secure content review, validation, and adoption.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed