---
title: 'CX Operations Engineer at Harvey'
canonical: 'https://feeny.ai/job/cx-operations-engineer-harvey-san-francisco-5mz8manvtscm'
type: 'job'
last_seen: '2026-09-07'
---

# CX Operations Engineer at Harvey

- **Company:** [Harvey](https://feeny.ai/companies/harvey)
- **Location:** San Francisco, CA
- **Compensation:** $104k–$156k
- **Employment:** full-time
- **Work type:** hybrid
- **Posted:** 2026-05-22
- **Last confirmed live:** 2026-09-07
- **Apply:** https://jobs.ashbyhq.com/harvey/a150789e-6b01-4780-9325-7ec968252ddc/application

**Skills:** Instructional Design, Content Creation, Support Enablement, Learning Management Systems (LMS), Video Creation Tools, AI-assisted content development workflows

> The Support Operations Engineer builds and maintains enablement content across the full learning lifecycle, from onboarding to ongoing training. This role involves translating rapid product releases into clear learning materials, supporting onboarding logistics, and partnering with QA and Product teams to identify k...

## Job description

## WHY HARVEY

At Harvey, we’re transforming how legal and professional services operate. By combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise, we’re reshaping how critical knowledge work gets done for decades to come.

This is a rare chance to help build a generational company at a true inflection point. We have strong product-market fit and world-class investor support. We’re scaling fast and defining a new category in real time. The work is ambitious, the bar is high, and the opportunity for growth — personal, professional, and financial — is unmatched.

Our team moves fast, takes ownership, and is deeply committed to the mission — operating with intensity, staying close to our customers, and pushing each other for excellence. We live by three values: Decisiveness, Simplicity, and Job's Not Finished. We act quickly on clear judgment over perfect information, we believe simplicity is what scales, and we're never satisfied with where we are. If you want to do the best work of your career alongside people who share that drive, we'd love to build with you.

At Harvey, the future of professional services is being written today — and we’re just getting started.

## ROLE OVERVIEW

Harvey's support org is growing fast, and keeping our specialists equipped to handle an increasingly complex product requires more than good processes, it requires smart tooling. We're looking for a CX Operations Engineer who has built this before and can hit the ground running.

Reporting to the CX Operations Manager, you'll own the automation infrastructure, AI-assisted workflows, and reporting systems that make our specialists faster and more effective. Working alongside the Support Systems Administrator (platform infrastructure and config) and the CX Operations Lead (Zendesk-native features including Copilot and Chatbot), your lane is everything built on top of or extending beyond that foundation, custom integrations, cross-stack automation, and the technical layer that connects it all.

This role is for someone who deeply understands CX operations, has a track record of building AI and automation tooling in production environments, and is energized by making support and human agents better.

## WHAT YOU'LL DO

- Design, build, and maintain AI-assisted tools that improve how support specialists triage, research, and resolve tickets; including agent-facing copilots, knowledge surfacing tools, and response assist features
- Own the automation layer across the support stack, building custom integrations, cross-tool workflows, and solutions that extend beyond what Zendesk natively offers
- Partner with Data team to build and maintain reporting infrastructure that gives the support org real-time and historical visibility into volume, quality, efficiency, and trends
- Identify manual or repetitive agent workflows and architect automated or AI-assisted alternatives that reduce friction without sacrificing quality
- Partner with the Support Enablement Lead to integrate tooling improvements into how agents are trained and how knowledge is surfaced in the moment of need
- Collaborate with the Support Systems Administrator to ensure automation and AI initiatives are implemented and maintained cleanly within the core support stack
- Partner closely with the Support Systems Administrator and CX Operations Lead — they own the Zendesk platform and its native features; you own what's built beyond it
- Evaluate new tools, run structured pilots, and bring recommendations to leadership with clear rationale and data
- Document systems, integration logic, and automation workflows to ensure maintainability as the org scales

## WHAT YOU HAVE

- 5-7+ years of experience in CX operations or CX tooling in an AI-forward environment
- Demonstrated track record of shipping AI-assisted workflows and automation in live support environments
- Deep hands-on experience with AI tooling in the support/CX space: LLM-powered copilots, RAG systems, agent assist platforms, and how to deploy them responsibly at scale
- Expert-level familiarity with support platforms (Zendesk strongly preferred), including working with APIs and integration layers beyond out-of-the-box configuration
- Built and owned reporting systems end-to-end
- Strong operational intuition: you've worked in or alongside support teams and understand what agent friction actually looks like
- Clear communicator who can translate technical decisions for non-technical stakeholders and leadership

## COMPENSATION

$124,000 - $185,000 USD

DEPENDING ON YOUR LOCATION, AN APPLICANT PRIVACY NOTICE MAY APPLY TO YOU. YOU CAN FIND ALL OF OUR APPLICANT PRIVACY NOTICES [HERE https://www.notion.so/harveyai/Harvey-Candidate-Privacy-Policies-319ac3fcdd7a803bb807d5094f249922].

## #LI-AD1

Harvey is an equal opportunity employer and does not discriminate on the basis of race, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, or any other basis protected by law.

We are committed to providing reasonable accommodations to applicants with disabilities, and requests can be made by emailing accommodations@harvey.ai

## About Harvey

## Company Overview
- **One-liner**: Harvey builds domain-specific AI software for legal and professional services, enabling law firms and in-house teams to automate research, contract analysis, due diligence, and complex workflows.
- **Entity Type**: Private (backed by leading venture capital firms)
- **Headquarters**: San Francisco, California, United States
- **Founded**: 2022
- **Founders**: Winston Weinberg (CEO), Gabriel Pereyra (President)

## Core Business
- **Primary industry**: AI software for legal and professional services (LegalTech)
- **Target customers**: B2B – large law firms (AmLaw 100), in-house legal teams at Fortune 500 enterprises, mid-sized firms, and professional service networks across 60+ countries.
- **Mission or purpose statement**: To enable legal and professional services teams to focus on high-value work by providing a secure, expert AI platform that handles research, drafting, and complex workflows.

## Products & Services
- **Harvey Assistant**: Ask questions, analyze documents, and draft faster with domain-specific AI (SaaS).
- **Harvey Vault**: Securely store, organize, and bulk-analyze legal documents (SaaS).
- **Harvey Knowledge**: Research complex legal, regulatory, and tax questions across domains (SaaS).
- **Harvey Agents**: Purpose-built agents that execute complex legal work end-to-end (SaaS).
- **Harvey Contract Intelligence**: Surface insights, strengthen negotiations, and accelerate reviews (SaaS).
- **Harvey Command Center**: Analytics, benchmarking, and agentic insights for leading AI transformation (SaaS).
- **Harvey Mobile**: Mobile access to stay productive from anywhere (SaaS).
- **Harvey Shared Spaces**: Collaborate with legal teams across organizations in secure shared workspaces (SaaS).
- **Harvey Ecosystem**: Integration with existing tools to ground answers in trusted sources (API/platform).

## Market Standing
- **Valuation/Market Cap**: Not publicly disclosed (company is private).
- **Key Metric**: Annual Recurring Revenue (ARR) – reported in press but exact figure not disclosed; strong growth implied by 1,500+ customers and rapid hiring.
- **Notable Investors/Partners**: Sequoia, Kleiner Perkins, GV (Google Ventures), OpenAI Startup Fund, Coatue, Andreessen Horowitz, EQT.
- **Growth Signals**: 
  - Named Time100 Most Influential Companies (2025).
  - LinkedIn Top 50 Startup of 2025.
  - CNBC Disruptor 50 List.
  - 1,500+ customers across 60+ countries, including AmLaw 100 firms.
  - Headcount: ~300 employees (as of mid-2025), with aggressive hiring (254 active job postings).
  - Office expansion: San Francisco, New York City, London.

## Competitive Advantages
- **Domain specialization**: AI models trained specifically for legal and professional services, not generic LLMs.
- **Enterprise security**: SOC 2 Type II, ISO 27001/27701/42001, GDPR, CCPA compliance – meeting law firm security requirements.
- **Deep investor backing**: World-class VC network provides strategic guidance and access.
- **Strong product‑market fit**: Rapid adoption by top-tier law firms and in-house teams, with high switching costs due to embedded workflows.
- **First‑mover in agentic legal AI**: Purpose‑built agents execute end‑to‑end tasks, differentiating from simple document Q&A tools.

## Strategic Focus
- **Customization, collaboration, and simplicity**: Helping teams embed expertise into Harvey, collaborate across firms, and reduce complexity via agentic workflows.
- **Expansion beyond legal**: Long‑term ambition to transform professional services broadly (consulting, accounting, etc.).
- **Product innovation**: Continued investment in agentic AI, mobile access, and ecosystem integrations.
- **Global growth**: Scaling sales and engineering teams in existing hubs and expanding into new markets.

## Why Work Here
- **Culture**: Fast‑paced, collaborative, ambitious. Values include **Decisiveness** (“take the square root of the weather” – avoid overanalysis), **Simplicity**, and **Job’s Not Finished** (continuous improvement).
- **Work environment**: Hybrid – 3+ days per week in office for roles based in San Francisco, New York City, or London. Some fully remote positions available (clearly marked).
- **Benefits**: Comprehensive health/dental/vision insurance, 401(k) match, paid parental leave (immediately eligible), annual professional development stipend, in‑office daily lunch, and more.
- **Growth opportunities**: Rapidly scaling (~300 employees, 254 open roles) provides internal mobility and ownership of impactful projects.
- **Engineering culture**: Strong blend of AI research (DeepMind background) and legal domain expertise. CTO Siva Gurumurthy recently joined. Emphasis on building secure, enterprise‑grade products.

## Sources
1. [harvey.ai](https://www.harvey.ai/)
2. [harvey.ai/company](https://www.harvey.ai/company)
3. [harvey.ai/blog/landing-a-job-at-harvey](https://www.harvey.ai/blog/landing-a-job-at-harvey)
4. [linkedin.com/company/harvey-ai](https://www.linkedin.com/company/harvey-ai)
5. [jobs.ashbyhq.com/harvey](https://jobs.ashbyhq.com/harvey)

## Other roles at Harvey

- [Staff Software Engineer, Model Infrastructure](https://feeny.ai/job/staff-software-engineer-model-infrastructure-harvey-san-francisco-8a16y83nftsj) — San Francisco, CA
- [Senior Software Engineer, Model Infrastructure](https://feeny.ai/job/senior-software-engineer-model-infrastructure-harvey-san-francisco-6tywmebr0r9h) — San Francisco, CA
- [Head of Mid-Market Sales](https://feeny.ai/job/head-of-mid-market-sales-harvey-london-n918xg1r4jgb) — London, United Kingdom
- [Customer Experience Manager, US](https://feeny.ai/job/customer-experience-manager-us-harvey-san-francisco-2dw5w8905rz6) — San Francisco, CA
- [Transformation Associate](https://feeny.ai/job/transformation-associate-harvey-san-francisco-qm17099y4cjc) — San Francisco, CA
- [Transformation Associate](https://feeny.ai/job/transformation-associate-harvey-chicago-h0b3a2pdz2zp) — Chicago, IL
- [Transformation Associate](https://feeny.ai/job/transformation-associate-harvey-dallas-a2hzwnh0vb51) — Dallas, TX
- [Transformation Associate](https://feeny.ai/job/transformation-associate-harvey-remote-cezdb49eyhv5)
- [Transformation Associate](https://feeny.ai/job/transformation-associate-harvey-new-york-78kzq8sv2gvp) — New York, NY
- [Content Marketing Manager](https://feeny.ai/job/content-marketing-manager-harvey-san-francisco-zsjew4mcankn) — San Francisco, CA