At a Glance
- Tasks: Provide expert technical support and manage complex customer issues for strategic accounts.
- Company: Join a fast-scaling company transforming legal and professional services with AI.
- Benefits: Competitive salary, growth opportunities, and a dynamic work environment.
- Other info: Work weekends with a fixed schedule and collaborate with cross-functional teams.
- Why this job: Be part of a mission-driven team making a real impact in the industry.
- Qualifications: Experience in technical support and strong problem-solving skills required.
The predicted salary is between 50000 - 65000 £ 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 1500+ customers in 60+ 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. If you want to do the best work of your career alongside people who share that drive, we'd love to build with you.
As Harvey continues to scale its customer offerings for strategic customers, we are hiring a Technical Account Manager to join our Customer Success organization. This role serves as a high-touch, technically fluent support resource for Harvey’s most strategic customers, providing rapid, expert handling of complex, time-critical, and sensitive issues.
The Technical Account Manager 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. This role follows a fixed Thursday to Monday OR Friday to Tuesday schedule, with weekend coverage included as part of the standard five-day workweek.
What You'll Do
- 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.
What You Have
- 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.
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.
Harvey is an equal opportunity employer and does not discriminate on the basis of race, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, or any other basis protected by law. We are committed to providing reasonable accommodations to applicants with disabilities, and requests can be made by emailing accommodations@harvey.ai
Premium Support Specialist, Weekend Coverage 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 Premium Support Specialist, Weekend Coverage 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 Premium Support Specialist, Weekend Coverage 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.
