CX Knowledge Specialist

Harvey

7d • $88,000 - $132,000

About The Position

The CX Knowledge Specialist owns Harvey’s source of truth for customer support knowledge, including articles, troubleshooting guides, and product knowledge used by support specialists and the AI Support agent. The role consolidates fragmented content into a structured foundation for both people and AI, maintains accuracy as the product changes, and uses ticket, search, and agent data to identify and prioritize improvements. The specialist works alongside Enablement Specialists and partners with Product, Engineering, AI Support, and GTM Enablement to ensure knowledge is reviewed, validated, and adopted.

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 workflows and concrete experience using them to write, maintain, or improve content.
• Strong writing skills and a systems-oriented approach; ability to turn complex technical or legal-product details into clear, retrievable content.
• Ability to operate in a fast-paced environment where the product changes weekly and content must keep up.
• Ability to use data such as ticket trends, search behavior, and QA findings to decide what to write or fix next.
• Ability to build strong working relationships with cross-functional subject-matter experts and get content reviewed and adopted without direct authority.

Responsibilities

• Audit existing content surfaces; inventory and tag content, identify duplicates or stale material, and migrate it into a unified knowledge foundation.
• Own product support articles, troubleshooting guides, how-tos, and product best practices used by specialists and the AI Support agent.
• Structure knowledge for both humans and AI using consistent taxonomy, metadata, and templates, and write content that retrieves and chunks cleanly.
• Track product releases and update or create affected articles before launch.
• Own the feedback loop for knowledge gaps by triaging reports of inaccurate, missing, or hard-to-find content and updating source material.
• Analyze ticket signals, search logs, and agent escalations to identify missing or stale content and opportunities to improve deflection, then prioritize fixes.
• Build AI-assisted workflows for drafting, refreshing, and detecting stale content, including prompts, automations, and review queues.
• Run review cycles, assign ownership, and manage versioning and archiving to keep content accurate as the product changes.
• Serve as the day-to-day contact for subject-matter experts 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