Customer Experience Manager, US

📋 Description

• Run day-to-day support delivery for your region: queue and coverage, triage and handoff, and
• 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
• Take part in the on-call rotation for customer-impacting incidents, owning the coordination of
• Drive adoption of the AI tools and systems we provide across triage, drafting, deflection, and QA
• Track how your region performs against the other four, bring what's working to your peers, adopt

🎯 Requirements

• 8+ years in customer support or customer experience, including 4+ years managing teams in a
• Comfortable operating at Harvey's pace, not a typical enterprise pace. This is consistently the
• A deep focus on the customer, and real satisfaction in solving the problems that make their work
• 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
• A change you made to how a support team works that produced a step change, not an incremental gain.