At a Glance
- Tasks: Drive company growth by addressing customer security inquiries and improving response processes.
- Company: Join a fast-scaling tech company transforming legal and professional services with AI.
- Benefits: Competitive salary, growth opportunities, and a chance to shape the future of professional services.
- Other info: Dynamic environment with a focus on innovation and collaboration.
- Why this job: Be part of a mission-driven team making a real impact in customer trust and security.
- Qualifications: 3+ years in Information Security or Customer Trust, with strong analytical and communication skills.
The predicted salary is between 60000 - 80000 £ per year.
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. With 2400+ customers in 70+ countries, 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.
In this role, you will report to the Customer Trust lead. You will drive company growth by addressing customer security inquiries, supporting our Go-To-Market (GTM) team with accurate and timely responses, and elevating our overall security posture. You will operate at the intersection of technical security, customer success, audit, and AI innovation, leveraging Harvey’s own tools to improve the speed, automation, and accuracy of our responses.
This is a unique opportunity to shape the customer trust narrative, manage our Trust Center, and empower Harvey to win complex deals.
What You'll Do- Customer & AE Partnership: Act as a technical point of contact for our Go-To-Market (GTM) team and customers regarding security questions. Provide timely, accurate, and empathetic responses to questionnaires and concerns, ensuring we answer customer questions and unblock deals while maintaining high security standards.
- AI-Powered Automation: Leverage AI and Harvey’s internal tools to continuously improve the efficiency and accuracy of our response process. Build scalable workflows to reduce manual overhead and improve response times while optimizing quality.
- Metrics & Reporting: Establish and report on key performance indicators (KPIs) for the Customer Trust function. Use data to track team impact, response velocity, quality of answers, and the influence of trust on sales outcomes.
- Sales Enablement & Thought Leadership: Manage our Trust Center, create and maintain a high-quality security and regulatory knowledge base, and help develop thought leadership supporting our GTM teams to handle complex security discussions.
- Cross-Functional Collaboration: Partner closely with Product Security, Legal, and GTM/Sales to align on security positioning, product roadmaps, and evolving customer requirements.
- 3+ years of experience in Information Security, Customer Trust, Technical Program Management, or Security Consulting, with a proven track record of supporting and improving compliance programs.
- Audit Experience: You are comfortable navigating complex compliance frameworks and communicating those controls and capabilities to customers as needed.
- Exceptional customer/client service skills. You are adept at understanding the 'why' behind customer concerns and can communicate complex technical and regulatory topics to non-technical stakeholders.
- 1-2+ years of experience leveraging AI models or automation to drive program efficiencies (e.g., automating knowledge base management or response drafting).
- Strong analytical skills with a focus on metrics. You are comfortable creating dashboards and reporting on functional performance to leadership.
- Comfort with ambiguity and a high level of patience and the ability to remain calm and decisive under pressure.
Analyst, Customer Trust in London employer: Harvey
At Harvey, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration. Our London-based team thrives in a fast-paced environment where personal and professional growth is not just encouraged but integral to our mission of transforming legal services. With a commitment to employee development, competitive benefits, and a focus on meaningful work, we empower our staff to take ownership and make a real impact in reshaping the future of professional services.
StudySmarter Expert Advice🤫
We think this is how you could land Analyst, Customer Trust in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Harvey. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Harvey before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Analyst, Customer Trust in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Harvey:Your cover letter is your chance to shine! Tell us why you want to work at Harvey specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Harvey!
How to prepare for a job interview at Harvey
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
