CX Knowledge Specialist

📋 Description

• Audit today's fragmented content surfaces: inventory and tag what exists, flag what's duplicate or
• Own the knowledge base: product support articles, troubleshooting guides, how-tos, and product best
• Structure knowledge for both humans and AI. Apply taxonomy, metadata, and templates consistently
• Keep knowledge current through every release. Track what Product ships, and update or create the
• Close knowledge gaps at the source by owning the feedback loop. Triage reports of inaccurate
• Mine ticket signals, search logs, and agent escalations to find missing content, stale articles

🎯 Requirements

• 5+ years of experience in knowledge management, support operations, technical writing, or content
• Hands-on experience with knowledge base platforms (Zendesk, Notion, or similar), including
• Comfortable using LLMs in your daily workflow, and able to speak concretely to how you've used them
• A systems thinker who likes structure, and a strong writer who can turn complex technical or
• Comfortable operating at Harvey's pace, where the product changes weekly and content needs to keep
• Uses data (ticket trends, search behavior, QA findings) to decide what to write or fix next, rather

🎁 Benefits

• Equity
• Bonus