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# AI Support Lead

- **Company:** Harvey, Inc.
- **Location:** San Francisco, CA, United States
- **Experience:** Expert
- **Salary:** $155,400.0 - $233,200.0
- **Contract:** Permanent contract
- **Skills:** Artificial Intelligence, Business Intelligence Development Studio, Chatbots, Virtual Agents, Zendesk
- **Published:** August 4, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=25f61258411b77d5

## About the Role

* Proven track record owning a conversational AI/chatbot program end to end - vendor relationship, roadmap, conversation design and escalation logic, and accountability for the business outcomes. Not scoped or piloted - owned and shipped.
 * Fluent in the metrics that prove a program is working: containment rate, deflection rate, resolution quality, CSAT on AI-assisted interactions, human escalation rate - and comfortable building and defending reporting on them
 * Real people management experience - hiring, developing, and holding people accountable to clear goals, since this person will grow the team once initial success is achieved
 * Strong cross-functional operator: can partner with Support Operations and Engineering so tooling integrates cleanly, and can act as the internal AI expert helping other CX leads move their own metrics
 * Comfortable owning a vendor relationship directly - not just using a platform, but managing it

## Description

* The Help Center chatbot and internal email-ticket AI agent are live, owned, and improving against clear metrics
 * Other CX leads are getting measurably more out of AI in their own workflows because of this person's involvement
 * The vendor relationship is managed proactively - pilots are structured, evaluated, and iterated on with real performance data
 * This program is represented credibly to cross-functional leadership in MBR/QBR-style settings
 * A team is being built underneath this person as the program's success justifies it

Tooling context: Conversational AI/chatbot platforms (e.g. Sierra, Decagon, Forethought - strong plus if direct experience), Zendesk or similar support platform, reporting/BI tooling


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