Why Harvey
At Harvey, we’re transforming how legal and professional services operate — not incrementally, but end-to-end. 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 1000+ 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 is sharp, motivated, and deeply committed to the mission. We move fast, operate with intensity, and take real ownership of the problems we tackle — from early thinking to long-term outcomes. We stay close to our customers — from leadership to engineers — and work together to solve real problems with urgency and care. If you thrive in ambiguity, push for excellence, and want to help shape the future of work alongside others who raise the bar, we invite you to build with us.
At Harvey, the future of professional services is being written today — and we’re just getting started.
Role Overview
Harvey is building out a best-in-class Customer Success and Support infrastructure, with Zendesk as our primary support platform alongside a growing suite of Customer Success tools. We’re looking for a Customer Success Systems Administrator to own and evolve this ecosystem end to end.
In this role, you’ll lead the implementation, configuration, and ongoing optimization of Zendesk while also supporting adjacent CS platforms like Catalyst, and other user operations tools. You’ll serve as the connective layer between support, customer success, user operations and the broader Harvey technology stack.
Reporting to the Head of GTM Systems, you’ll ensure our systems work together to deliver a seamless customer experience — from inbound support workflows to proactive customer engagement. You’ll partner closely with Support, Customer Success and Operations to translate business needs into scalable systems, and continuously improve our tooling as the organization grows.
This role is ideal for someone who has deep Zendesk expertise, strong familiarity with CS tools, and a systems-oriented mindset with a sense of ownership over the end-to-end customer operations ecosystem.
What You'll Do
- Own the implementation and configuration of Zendesk as Harvey’s primary support platform, including ticket routing, views, triggers, automations, macros, SLA policies, and agent workspace setup.
- Support and optimize Customer Success platforms (e.g., Gainsight, Catalyst) to enable customer health tracking, lifecycle management, and proactive engagement workflows.
- Integrate Zendesk and CS tools with Harvey’s broader ecosystem (CRM, product data, internal tools, communication platforms) to ensure a unified view of the customer and seamless workflows.
- Partner with Support and Customer Success leadership to translate operational requirements into scalable system configurations; act as the bridge between business needs and technical implementation.
- Maintain system health across tools: manage permissions, troubleshoot issues, monitor performance, and ensure systems are reliable and up to date.
- Build and maintain reporting and dashboards across Zendesk and CS platforms to provide visibility into support performance, customer health, retention signals, and operational trends.
- Evaluate and implement apps, integrations, and automation (including AI-driven features) that improve efficiency across support and customer success workflows.
- Document system architecture, configurations, and processes to ensure scalability and continuity as the team grows.
- Stay current on Zendesk and broader CS tooling capabilities, proactively identifying opportunities to improve workflows and the overall customer experience.
What You Have
- 3+ years of hands-on experience administering Zendesk, including configuration of routing, automations, triggers, SLA policies, and agent workspace.
- Experience working with Customer Success platforms such as Gainsight, Catalyst, or similar tools.
- Experience integrating support and CS tools with third-party systems (e.g., Salesforce, Slack, product analytics tools) using APIs or middleware.
- Strong systems thinking and problem-solving skills — able to diagnose issues across tools and workflows and implement effective solutions.
- Understanding of both reactive support workflows and proactive customer success motions, and how systems support each.
- Experience building reports and dashboards (Zendesk Explore, Gainsight, or BI tools) to drive operational insights and decision-making.
- Highly organized and documentation-oriented, with a focus on building scalable, maintainable systems.
- Comfortable working cross-functionally with Support, Customer Success and Operations teams.
Compensation
$104,000-$156,000
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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