Premium Support Specialist, Weekend Coverage

🕒 vor 16 Tagen

🇬🇧 Vereinigtes Königreich – Remote

⏰ Vollzeit

🟡 Mittelstufe

🟠 Senior

💝 Kundenservice

🇬🇧 UK-Skilled-Worker-Visum-Sponsor

Dieses Unternehmen hat in der Vergangenheit UK-Skilled-Worker-Visa gesponsert.

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Harvey

WebsiteLinkedInAlle Stellen

11 - 50 Mitarbeiter

🤖 Künstliche Intelligenz

⚖️ Rechtswesen

🏢 Unternehmen

💰 €80.635.000.000 Series B im 2023-12

Artificial Intelligence • Legal • Enterprise

Harvey ist eine AI-Lösung der Professional-Klasse, die speziell für Anwaltskanzleien, professionelle Dienstleister und Fortune-500-Unternehmen entwickelt wurde. Sie bietet eine Suite domänenspezifischer Tools, mit denen Nutzer komplexe Aufgaben in natürlicher Sprache an einen individuell angepassten persönlichen Assistenten delegieren können. Die Plattform von Harvey ermöglicht schnelle, quellenbasierte Recherchen mit belastbaren Ergebnissen in den Bereichen Recht, Regulierung und Steuern und stellt zugleich sichere Projekt-Workspaces für die Dokumentenanalyse mittels Generative AI bereit. Mit Fokus auf Enterprise-grade Security und branchenführenden AI-Modellen zielt Harvey darauf ab, Workflows zu verschlanken und Fachkräfte – etwa Juristinnen und Juristen – von Routineaufgaben zu entlasten, damit sie sich auf strategische und beratende Rollen konzentrieren können.

Beschreibung

• Serve as a primary escalation point for Enterprise and Majors accounts, owning high-severity and technically complex support cases through resolution. • 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.

🎯 Anforderungen

• Experience supporting enterprise or highly regulated software products in technical support, escalation management, or technical account-facing roles. • Proven experience engaging and managing high-level stakeholders both internally and externally. • Exceptional attention to detail with the ability to manage and resolve complex, multi-layered support cases. • Strong technical foundation, with the ability to troubleshoot complex systems and collaborate effectively with Engineering and Product teams. • Ability to bridge technical and non-technical communication by translating complex back-end and front-end concepts into clear, accessible language for customers. • Deep customer obsession and ownership mindset - end-to-end accountability for customer outcomes and going beyond issue resolution to actively champion the customer's long-term success with the product. • 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. • Experience supporting AI-powered, data-intensive, or security- and compliance-sensitive products is a plus. • Familiarity with incident management frameworks, on-call models, or escalation playbooks is a plus. • Prior experience working with law firms or professional services organizations is a plus.

🏖️ Vorteile

• Weekend coverage included as part of the standard five-day workweek. • Exceptional technical support. • Clear, credible customer communications. • Proactive incident management.