Responsibilities - Audit, tag and consolidate fragmented knowledge, removing duplicates and stale material. - Maintain product-support articles, troubleshooting guides, how-tos and best practices for specialists and the AI Support agent. - Apply consistent taxonomy, metadata and templates so content is retrievable by people and the AI Support agent. - Update or create knowledge before product launches, coordinating readiness with Enablement Specialists. - Triage content feedback and prioritize repairs using tickets, search logs and agent escalations. - Build AI-assisted drafting, refresh and stale-content detection workflows using prompts, automation and review queues. - Run content review cycles, ownership assignments, versioning and archiving. - Coordinate review, validation and adoption with Product, Engineering, AI Support and GTM Enablement subject-matter experts. Role context - Work alongside Enablement Specialists who turn the maintained knowledge into training and prepare the team for product launches. Additional requirements - 5+ years in knowledge management, support operations, technical writing, or content operations. - Hands-on knowledge-base platform experience, such as Zendesk, Notion or similar, including large-scale content structuring, migration and maintenance. - Practical daily LLM use with concrete examples of writing, maintaining or improving content. - Strong writing and systems thinking, translating complex technical or legal-product detail into clear, retrievable content. - Comfort with weekly product changes, data-driven prioritization and cross-functional influence without direct authority. Application details - Applicants needing disability accommodations can contact accommodations@harvey.ai.

CX Knowledge Specialist

Emma

Responsibilities

Skills wanted:

Language(s) required:

About Harvey:

harvey.ai/

Admin access needed