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Harvey

Manager, Customer Experience

Who can apply: US-based role. The employer has not said which states are eligible — confirm before applying.
Location as listed by the employer: “San Francisco”
Apply on Harvey's site ↗

Opens the employer's official application page.

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About this role

Harvey is hiring for a Manager, Customer Experience role (full-time). See the official posting for full details.

Requirements

  • 8+ years in customer support or customer experience, including 4+ years managing teams in a high-volume environment serving enterprise customers.
  • Comfortable operating at Harvey's pace, not a typical enterprise pace. This is consistently the hardest bar for otherwise-strong support managers to clear.
  • A deep focus on the customer, and real satisfaction in solving the problems that make their work harder than it needs to be.
  • You are genuinely invested in developing your team, and you know a high bar is part of that.
  • You manage close to the work. You know what your team's tickets actually look like, not just what the dashboard says.
  • A change you made to how a support team works that produced a step change, not an incremental gain. You saw the leverage point others in the seat missed.
  • Ownership of a metric set (FRT, TTR, cSAT, QA, backlog, deflection): what drives each one, what to change when one slips, and the ability to build your own reporting. We use Zendesk, Salesforce, Omni, and Snowflake.
  • You understand enterprise escalations, from severity judgment through the customer conversation, and can work one yourself: reproduce the issue, read error logs, and troubleshoot API, authentication, and AI output quali…

Summarized from the employer's posting — check the full posting for every requirement.