Harvey
Bengaluru, Karnataka, India Posted 6d ago
Harvey is looking for a Customer Experience (CX) Manager to lead a high-performing support team serving lawyers and professional services teams across APAC.
Key Responsibilities
Run day-to-day support delivery for your region: queue and coverage, triage and handoff, and escalation judgment, measured by First Response Time, Resolution Time, QA, and cSAT.
Set individual performance expectations and stay close enough to the work to spot drift early.
Own escalations end to end: triage and severity judgment, customer communication through to resolution, and bug reports Engineering can act on.
Take part in the on-call rotation for customer-impacting incidents, owning coordination and communication strategy.
Drive adoption of the AI tools and systems we provide across triage, drafting, deflection, and QA.
Track regional performance against peers, sharing best practices globally.
Forecast coverage and staffing against volume, and flag gaps before they have impact.
Hire, onboard, and develop team members to ensure readiness for future growth.
Requirements
10+ 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.
A deep focus on the customer, and real satisfaction in solving problems.
Invested in developing your team with a high bar.
Manage close to the work and know what your team's tickets actually look like.
Experience creating step changes in support team operations.
Ownership of a metric set including FRT, TTR, cSAT, QA, backlog, and deflection using Zendesk, Salesforce, Omni, and Snowflake.
Understanding of enterprise escalations from severity judgment through customer conversation.
