CX Knowledge Specialist

Harvey • New York, NY

7d • $88,000 - $132,000

About The Position

The CX Knowledge Specialist owns the source of truth for support knowledge at Harvey, including product articles, troubleshooting guides, and best practices used by support specialists and the AI Support agent. The specialist consolidates fragmented content into a well-structured foundation designed for both people and AI, keeps it accurate as the product changes, and uses ticket, search, and agent data to determine what to improve. The role works alongside Enablement Specialists, who turn knowledge into training and prepare the team for launches. It is a hands-on role for a strong writer and systems thinker building the knowledge layer for an AI-first support organization.

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 explaining concretely how they have been used to write, maintain, or improve content.
• Systems-thinking skills and strong writing ability to turn complex technical or legal-product details into clear, retrievable content.
• Ability to operate at a fast pace with weekly product changes and keep content current without waiting for a perfect process.
• 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 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 support specialists and the AI Support agent.
• Structure knowledge for people and AI using consistent taxonomy, metadata, and templates, and write content that retrieves and chunks effectively.
• Track Product releases and update or create affected articles before launch so they are ready for Enablement Specialists and the AI Support agent.
• Own the knowledge feedback loop by triaging reports of inaccurate, missing, or buried content and updating source material.
• Analyze ticket signals, search logs, and agent escalations to identify missing content, stale articles, and opportunities for deflection; 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 keep content accurate 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