Manager, Customer Experience, APAC

About this job

Harvey is transforming legal and professional services by combining frontier agentic AI with an enterprise-grade platform. As a Manager for Customer Experience (CX) in the APAC region, you will lead a high-performing support team catering to demanding lawyers and professional services clients. Reporting to the Head of CX, this role requires a blend of strategic oversight and hands-on execution. A normal day involves managing day-to-day support delivery, driving operational excellence across queues and escalations, coaching team members based on quality assurance results, and collaborating with global peers to set operational standards. You will diagnose issues proactively, track performance metrics like First Response Time and Resolution Time, and forecast staffing needs while driving the adoption of AI tools within the support workflow.

Responsibilities

• Run day-to-day support delivery including queue management, triage, and escalations.
• Set individual performance expectations and coach team members using QA results.
• Own escalations end-to-end and partner with Engineering and Product to fix recurring issues.
• Participate in the on-call rotation for customer-impacting incidents.
• Drive adoption of AI tools across triage, drafting, and QA.
• Collaborate with global CX peer managers to share best practices.
• Forecast coverage and staffing against volume to flag gaps early.
• Hire, onboard, and develop team members for future growth.

Requirements

• 10+ years in customer support or customer experience.
• 4+ years managing teams in a high-volume environment serving enterprise customers.
• Deep focus on the customer and team development.
• Strong ownership of metrics like FRT, TTR, cSAT, QA, backlog, and deflection.
• Experience handling enterprise escalations and working with technical logs.
• Day-to-day proficiency using AI tools in production support workflows.
• Admin-level fluency with Zendesk or an equivalent platform.
• Must be authorized to work in India without visa sponsorship.

Good to have

• Experience using tools like Salesforce, Omni, and Snowflake.

Who should apply

This role suits an experienced customer experience leader with a strong background in managing high-volume enterprise support teams. Candidates must be comfortable operating at a fast, intensive pace, possess deep technical troubleshooting skills, and have a proven track record of driving step-change improvements in support processes. Freshers cannot apply as 10+ years of experience is required.

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