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About the Role
Harvey is transforming legal and professional services with AI. This role owns the knowledge base, ensuring accuracy and structure for both human specialists and an AI Support agent. It's a hands-on position for a writer and systems thinker to build the knowledge layer for an AI-first support organization.
Responsibilities
- Audit fragmented content surfaces, inventorying, tagging, and migrating content into a unified knowledge foundation.
- Own the knowledge base, including product support articles, troubleshooting guides, how-tos, and product best practices.
- Structure knowledge for both humans and AI using consistent taxonomy, metadata, and templates.
- Keep knowledge current with product releases by updating or creating affected articles before launch.
- Own the feedback loop to close knowledge gaps by triaging reports of inaccurate or missing content.
- Mine ticket signals, search logs, and agent escalations to identify and prioritize content fixes.
- Build AI-assisted workflows for content management to scale knowledge efficiently.
- Manage review cycles, ownership assignments, versioning, and archiving for content accuracy.
- Serve as the day-to-day contact for SMEs in Product, Engineering, AI Support, and GTM Enablement for content review and validation.
Requirements
- 5+ years of experience in knowledge management, support operations, technical writing, or content operations.
- Hands-on experience with knowledge base platforms (Zendesk, Notion, or similar), including structuring, migrating, and maintaining content at scale.
- Comfortable using LLMs in daily workflows and able to articulate their use in content improvement.
- A systems thinker with strong writing skills, capable of translating complex details into clear, retrievable content.
- Comfortable operating at a fast pace where product changes weekly and content must keep up.
- Utilizes data (ticket trends, search behavior, QA findings) to prioritize content work.
- Builds strong working relationships with cross-functional SMEs to gain content adoption without direct authority.
Skills
- Knowledge Management
- Support Operations
- Technical Writing
- Content Operations
- Knowledge Base Platforms (Zendesk, Notion)
- LLM Usage
- Systems Thinking
- Content Structuring
- Content Migration
- Content Maintenance
- Data Analysis (Ticket Trends, Search Behavior)
- Cross-functional Collaboration
Location
- Remote
Work Type
- Full-time
Experience Level
- 5+ years
Salary/Compensations
- $88,000 - $132,000 USD
About the Company
- Harvey is transforming how legal and professional services operate by combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise.
- The company has strong product-market fit and world-class investor support, and is scaling fast.
- Harvey's team moves fast, takes ownership, and is deeply committed to the mission, operating with intensity and pushing for excellence.
- Company values include Decisiveness, Simplicity, and Job's Not Finished.
Equal Opportunity
- 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.
- The company is committed to providing reasonable accommodations to applicants with disabilities.