CrawlJobs Logo

Premium Support Specialist

harvey.ai Logo

Harvey

Location Icon

Location:
United States , New York

Category Icon
Category:
Customer Service

Job Type Icon

Contract Type:
Not provided

Salary Icon

Salary:

119000.00 - 161000.00 USD / Year
Save Job
Save Icon
Apply Position

Job Description:

As Harvey continues to scale its premium customer offerings, we are hiring a Premium Support Specialist to join our Customer Success organization. This role serves as a high-touch, technically fluent inbound support and escalation resource for Harvey’s largest and most strategic customers in the Majors segment. The Premium Support Specialist strengthens Harvey’s post-sale presence by partnering closely with Customer Success Managers and internal teams to deliver exceptional technical support, proactive incident management, and clear, credible customer communications. This role is ideal for someone who thrives in high-stakes environments, enjoys deep problem-solving, and takes pride in delivering a world-class customer experience.

Job Responsibility:

  • Own and resolve inbound support tickets from Majors accounts, serving as a primary escalation point for high-severity and technically complex issues
  • Triage, investigate, and resolve urgent customer issues with speed and sound judgment, coordinating across Support, Customer Success, Engineering, Product, and Security teams
  • Maintain deep account context, including customer workflows, configurations, integrations, and sensitivities, and apply that context to troubleshooting and communications
  • Provide real-time, hands-on technical support for senior customer stakeholders, including Knowledge Management, Innovation, and IT leaders
  • Lead clear and proactive incident communications, translating technical updates into customer-specific impact, expectations, and next steps
  • Participate in incident response workflows, including severity classification, escalation handling, and post-incident retrospectives
  • Document root causes, resolutions, and preventative actions to improve product reliability, internal knowledge coverage, and operational maturity
  • Contribute to the development and continuous improvement of escalation playbooks, runbooks, and support tooling
  • Partner closely with Customer Success Managers to enhance Harvey’s post-sale technical engagement and overall customer experience

Requirements:

  • Experience supporting enterprise or highly regulated software products in technical support, escalation management, or technical account-facing roles
  • Familiarity with ticketing queue systems and resolving inbound customer inquiries
  • Strong technical foundation, with the ability to troubleshoot complex systems and collaborate effectively with Engineering and Product teams
  • Exceptional judgment under pressure, with comfort operating in high-severity, time-sensitive, and confidential situations
  • Clear, polished written and verbal communication skills, with experience engaging senior customer stakeholders
  • Demonstrated ability to manage multiple urgent issues simultaneously while maintaining accuracy, composure, and customer trust
  • Highly collaborative mindset and strong partnership orientation with Customer Success and cross-functional teams
  • Comfort operating in ambiguity and contributing to process-building in a fast-scaling environment

Nice to have:

  • Experience supporting AI-powered, data-intensive, or security- and compliance-sensitive products
  • Familiarity with incident management frameworks, on-call models, or escalation playbooks
  • Prior experience working with law firms or professional services organizations
What we offer:
  • Equity plan
  • Commission
  • Bonus
  • Comprehensive health, dental and vision coverage
  • Retirement benefits (401k match up to 4%)
  • Flexible PTO

Additional Information:

Job Posted:
February 18, 2026

Employment Type:
Fulltime
Icon
Harvey - All Job Offers
Job Link Share:
Copy Link Icon
Facebook Icon Twitter Icon LinkedIn Icon

Looking for more opportunities? Search for other job offers that match your skills and interests.

Briefcase Icon

Similar Jobs for Premium Support Specialist

Technology Lifecycle Support - Brand Sales Specialist

At IBM Global Sales, we bring together innovation, collaboration, and expertise ...
Location
Location
United States , Grand Rapids, Bloomington, COPPELL, Irving, Plano, Columbus, Dallas, Houston, Austin, Chicago, Detroit, Cleveland, Columbus
Salary
Salary:
108000.00 - 186000.00 USD / Year
ibm.com Logo
IBM Deutschland GmbH
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Bachelor's Degree
  • High level understanding of the IBM Technology Lifecyle Portfolio, familiarity with IBM Software, System Z, Storage, Power Systems, and MVS products
  • Exposure and Experience with Expert Care and Premium TLS Offerings
  • Ability to integrate with the overall IBM Lines of Business, including IBM-C, Technology, and Data&AI
  • Technical Sales Experience – Experience in a general sales role with business acumen, with foundational knowledge of IBM TLS Strategy and Routes to Market
  • Organizational Skills is a must
Job Responsibility
Job Responsibility
  • Work closely with clients and sellers to develop relationships, understand their needs, earn their trust, and show them how IBM’s industry-leading solutions will solve their problems while delivering value to their business
  • Opportunity identification, promoting our TLS offerings, and attaching premium and Expert Care to current and net new opportunities is a priority
  • Own the total TLS portfolio at a set of accounts within the market and or GEO required and be expected to identify, own and close transactions
  • Work within a matrix environment, both within an account team and with TLS to ensure TLS is properly clothed in both standalone deals and larger bundles
  • Protect current annuity revenue streams by renewing opportunities (or working with a renewal specialist) as well as growing the account from a TLS revenue perspective
  • Pipeline hygiene, conducting regular face-to-face client meetings and hosting QBR’s are naturally expected in the role
What we offer
What we offer
  • World-class onboarding, continuous learning, and a supportive culture
  • Participation in an IBM Sales Incentive plan
  • Fulltime
Read More
Arrow Right

Sales Support Specialist

Join Kahoot! as a Sales Support Specialist in Austin, Texas, where you'll suppor...
Location
Location
United States , Austin
Salary
Salary:
40000.00 - 55000.00 USD / Year
edtechjobs.io Logo
EdTech Jobs
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Previous experience as a sales support specialist
  • Strong English communication skills
  • Ability to handle customer complaints proactively
  • Proficiency in MS Office Suite (especially Excel)
  • Customer-first mindset
  • Fluent in English or native English speaking
  • Excellent English writing skills
  • Energetic, driven, open to change
  • Self-starter, troubleshooter, reliable and trustworthy
  • Works well under pressure
Job Responsibility
Job Responsibility
  • Manage customer support tickets
  • Address billing inquiries
  • Provide troubleshooting assistance
  • Collaborate with the sales team to improve processes
  • Handle priority support tickets from customers that qualify for premium support
  • Manage billing questions, review pending orders and specific customers requests in regards to their subscriptions
  • Providing troubleshooting assistance for customer orders, account statuses and relevant problems
  • Providing data and guides to help the sales team
  • Developing and monitoring performance indicators
  • Have extensive knowledge of our products and stay in the loop with all updates
What we offer
What we offer
  • Health, dental and vision insurance plans
  • 401k plan
  • Hybrid work set up
  • Flexible working
  • Buddy program
  • Social and company events (virtual and in person)
  • A diverse, friendly and international environment
  • Paid parental leave
  • Broadband and phone contributions
  • Fulltime
Read More
Arrow Right

Senior Manager, Enterprise & Strategic Support

As the Senior Manager, Enterprise Support, you will own the support experience f...
Location
Location
United States , Denver; Nashville
Salary
Salary:
132000.00 - 182000.00 USD / Year
https://checkr.com Logo
Checkr
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 5+ years of experience in customer support leadership roles
  • At least 3 years focused on enterprise B2B customers
  • Direct management experience leading teams of 10-20+ support professionals in high-growth environments
  • Deep understanding of enterprise customer expectations, complex multi-stakeholder environments, and premium support models
  • Proven track record of successfully managing high-stakes customer escalations and executive-level communications
  • Enterprise B2B SaaS experience with complex, technical products (Required)
  • Experience in HR tech, compliance, or background screening industries (Preferred)
  • Strong ability to influence and partner with Sales, Customer Success, Product, and Engineering teams
  • Data-driven approach to decision making with expertise in support metrics, SLA management, and quality assurance
  • Experience building support processes, playbooks, and systems that scale with growth
Job Responsibility
Job Responsibility
  • Own and optimize the enterprise support experience, ensuring rapid response times, high-quality resolutions, and proactive engagement with our largest customers
  • Serve as the primary point of contact for complex enterprise escalations, coordinating cross-functional resources and driving issues to resolution with appropriate urgency and communication
  • Build, coach, and develop a high-performing team of enterprise support specialists who serve as trusted advisors to strategic accounts
  • Design and implement differentiated support offerings for enterprise customers, including dedicated support models, enhanced SLAs, and white-glove service programs
  • Collaborate closely with Customer Success, Account Management, Sales, Product, and Engineering teams to ensure seamless enterprise customer experiences and advocate for customer needs
  • Systematically capture and analyze enterprise customer feedback, translating insights into actionable improvements and product requirements
  • Establish and monitor enterprise support KPIs (CSAT, SLA adherence, escalation resolution time, etc.), drive continuous improvement, and report on team performance
  • Develop enterprise support playbooks, escalation protocols, and knowledge management systems that enable consistent, high-quality service delivery
  • Partner with the Director to implement AI-powered tools that enhance enterprise support efficiency while maintaining the high-touch, personalized service our enterprise customers expect
  • Drive support initiatives that directly impact enterprise NRR (Net Revenue Retention) and reduce churn through exceptional service delivery
What we offer
What we offer
  • A fast-paced and collaborative environment
  • Learning and development allowance
  • Competitive compensation and opportunity for advancement
  • 100% medical, dental and vision coverage
  • Unlimited PTO policy
  • Monthly wellness stipend
  • In-office perks such as lunch four times a week, a commuter stipend, and an abundance of snacks and beverages
  • A relocation stipend may be available for those willing to relocate to a Checkr hub location
  • Fulltime
Read More
Arrow Right

Technical Support Specialist

We’re looking for a Technical Support Specialist to provide frontline clinical a...
Location
Location
Mexico
Salary
Salary:
Not provided
partnerhero.com Logo
PartnerHero
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 1+ year experience in Customer Experience, Technical Support, or similar role
  • Experience supporting SaaS platforms or digital tools
  • Strong troubleshooting and problem-solving skills
  • Experience handling tickets and using CRM/helpdesk systems
  • Native or near-native CX communication skills (verbal and written)
  • Comfortable working with structured workflows and technical processes
  • Ability to assess urgency and escalate issues appropriately
Job Responsibility
Job Responsibility
  • Serve as frontline CX support for dental professionals via chat, email, and ticketing systems
  • Handle live customer inquiries with professionalism and empathy
  • Troubleshoot platform issues, workflows, and common technical challenges
  • Guide users through dental SaaS workflows and best practices
  • Accurately document cases and resolutions in the ticketing system
  • Identify and escalate clinical risks or sensitive cases to appropriate teams
  • Collaborate with clinical, technical, and product teams to resolve complex issues
  • Maintain strong service quality aligned with premium CX expectations
  • Follow healthcare data privacy and compliance standards
  • Fulltime
Read More
Arrow Right

Technical Support Specialist

We’re looking for a Technical Support Specialist to provide frontline clinical a...
Location
Location
Australia
Salary
Salary:
Not provided
partnerhero.com Logo
PartnerHero
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 1+ year experience in Customer Experience, Technical Support, or similar role
  • Experience supporting SaaS platforms or digital tools
  • Strong troubleshooting and problem-solving skills
  • Experience handling tickets and using CRM/helpdesk systems
  • Native or near-native CX communication skills (verbal and written)
  • Comfortable working with structured workflows and technical processes
  • Ability to assess urgency and escalate issues appropriately
Job Responsibility
Job Responsibility
  • Serve as frontline CX support for dental professionals via chat, email, and ticketing systems
  • Handle live customer inquiries with professionalism and empathy
  • Troubleshoot platform issues, workflows, and common technical challenges
  • Guide users through dental SaaS workflows and best practices
  • Accurately document cases and resolutions in the ticketing system
  • Identify and escalate clinical risks or sensitive cases to appropriate teams
  • Collaborate with clinical, technical, and product teams to resolve complex issues
  • Maintain strong service quality aligned with premium CX expectations
  • Follow healthcare data privacy and compliance standards
  • Fulltime
Read More
Arrow Right
New

Technical User Operations Specialist

At Harvey, we’re transforming how legal and professional services operate — not ...
Location
Location
United States
Salary
Salary:
94000.00 - 126000.00 USD / Year
harvey.ai Logo
Harvey
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 3+ years of proven experience in a fast-paced technical support role, delivering white-glove or premium support to large enterprise customers for AI-driven products
  • Exceptional empathy and communication skills (written and verbal), with the ability to build trust, connect with customers, and clearly explain complex technical concepts to both technical and non-technical audiences
  • Strong problem-solving and critical-thinking abilities, with a creative approach to diagnosing and resolving complex issues
  • Highly organised and adaptable, able to manage multiple tasks and competing priorities effectively
  • Solid understanding of APIs, with the ability to troubleshoot and articulate API-related concepts clearly
  • Familiarity with customer support tools and CRM systems
  • experience with Intercom is a plus
  • Collaborative team player who builds positive cross-functional relationships while contributing effectively in a shared environment
  • Demonstrated passion for learning and continuous improvement, with a commitment to staying current on industry trends and best practices
Job Responsibility
Job Responsibility
  • Serve as the first point of contact for customer support inquiries, delivering empathetic, accurate, and timely resolutions across a range of technical and product-related issues (including AI output quality, app access, APIs, authentication, and error logs)
  • Manage multiple competing priorities while maintaining a high level of responsiveness, reliability, and accountability during assigned support shifts
  • Collaborate effectively with teammates and cross-functional partners to troubleshoot complex issues, escalate when appropriate, and contribute to a strong overall customer experience
  • Maintain deep, up-to-date knowledge of products, features, and services to provide informed, current support
  • Document customer interactions, issues, and feedback to support continuous improvement of products, processes, and support materials (e.g., FAQs and knowledge base articles)
  • Own tasks independently while contributing thoughtfully to team workflows and the ongoing refinement of support processes
What we offer
What we offer
  • Comprehensive health, dental and vision coverage
  • retirement benefits (401k match up to 4%)
  • flexible PTO
  • equity plan
  • bonus
  • Fulltime
Read More
Arrow Right

Customer Support Specialist – Healthcare / Dental

We’re looking for a Customer Support Specialist to provide frontline clinical an...
Location
Location
United Kingdom
Salary
Salary:
Not provided
partnerhero.com Logo
PartnerHero
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 1+ year experience in Customer Experience, Technical Support, or similar role
  • Experience supporting SaaS platforms or digital tools
  • Strong troubleshooting and problem-solving skills
  • Experience handling tickets and using CRM/helpdesk systems
  • Native or near-native CX communication skills (verbal and written)
  • Comfortable working with structured workflows and technical processes
  • Ability to assess urgency and escalate issues appropriately
Job Responsibility
Job Responsibility
  • Serve as frontline CX support for dental professionals via chat, email, and ticketing systems
  • Handle live customer inquiries with professionalism and empathy
  • Troubleshoot platform issues, workflows, and common technical challenges
  • Guide users through dental SaaS workflows and best practices
  • Accurately document cases and resolutions in the ticketing system
  • Identify and escalate clinical risks or sensitive cases to appropriate teams
  • Collaborate with clinical, technical, and product teams to resolve complex issues
  • Maintain strong service quality aligned with premium CX expectations
  • Follow healthcare data privacy and compliance standards
  • Fulltime
Read More
Arrow Right
New

Technical User Operations Specialist Weekend Coverage

At Harvey, we’re transforming how legal and professional services operate — not ...
Location
Location
United Kingdom , London
Salary
Salary:
Not provided
harvey.ai Logo
Harvey
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 3+ years of proven experience in a fast-paced technical support role, delivering white-glove or premium support to large enterprise customers for AI-driven products
  • Exceptional empathy and communication skills (written and verbal), with the ability to build trust, connect with customers, and clearly explain complex technical concepts to both technical and non-technical audiences
  • Strong problem-solving and critical-thinking abilities, with a creative approach to diagnosing and resolving complex issues
  • Highly organised and adaptable, able to manage multiple tasks and competing priorities effectively
  • Solid understanding of APIs, with the ability to troubleshoot and articulate API-related concepts clearly
  • Familiarity with customer support tools and CRM systems
  • experience with Intercom is a plus
  • Collaborative team player who builds positive cross-functional relationships while contributing effectively in a shared environment
  • Demonstrated passion for learning and continuous improvement, with a commitment to staying current on industry trends and best practices
Job Responsibility
Job Responsibility
  • Serve as the first point of contact for customer support inquiries, delivering empathetic, accurate, and timely resolutions across a range of technical and product-related issues (including AI output quality, app access, APIs, authentication, and error logs)
  • Manage multiple competing priorities while maintaining a high level of responsiveness, reliability, and accountability during assigned support shifts
  • Collaborate effectively with teammates and cross-functional partners to troubleshoot complex issues, escalate when appropriate, and contribute to a strong overall customer experience
  • Maintain deep, up-to-date knowledge of products, features, and services to provide informed, current support
  • Document customer interactions, issues, and feedback to support continuous improvement of products, processes, and support materials (e.g., FAQs and knowledge base articles)
  • Own tasks independently while contributing thoughtfully to team workflows and the ongoing refinement of support processes
What we offer
What we offer
  • Structured hybrid working arrangement: 3 days in office, 2 days working from home
  • A comprehensive 4-week onboarding and training program designed to set you up for success from day one
  • Professional development stipend to support your continued learning and growth
  • Opportunities to work on cross-functional projects and initiatives that impact user operations company-wide
  • Be part of building something special as we continue to build support operations at Harvey
  • Fulltime
Read More
Arrow Right
Jobs by Category
Art and Entertainment Jobs Banking Jobs Call Center Jobs Construction Jobs Consulting Jobs Customer Service Jobs Education Jobs Energy Jobs Finance Jobs Gastronomy Jobs Health and Beauty Jobs Hospitality and Tourism Jobs Human Resources Jobs Insurance Jobs IT - Administration Jobs IT - Software Development Jobs Legal Jobs Logistics Jobs Manufacturing Jobs Marketing, Digital Marketing, SEO, SEM Jobs Media Jobs Nursing Jobs Office Administration Jobs Pharmacy Jobs Physical Work Jobs Public Relations Jobs Public Sector Jobs Purchasing Jobs Quality Control Jobs Real Estate Jobs Research and Development Jobs Sales Jobs
Job Positions Jobs by Country
United States Jobs United Kingdom Jobs India Jobs Canada Jobs Australia Jobs Germany Jobs Ireland Jobs Poland Jobs
Company
Blog About Us Contact
Follow Us
Facebook
X (Twitter)
LinkedIn
Instagram
CrawlJobs Group
ITFlashcards AllDevBlogs
© 2026 CrawlJobs Ltd. All Rights Reserved
Terms & Conditions Privacy Policy