Why Harvey

At Harvey were 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 were 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 58 countries strong product-market fit and world-class investor support were 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 were just getting started.

Role Overview

As a Content Specialist youll play a critical role in developing organizing and maintaining Harveys Help Centerour primary customer-facing knowledge resource. Sitting within the Customer Education team and reporting to the Head of User Operations youll focus on creating and optimizing Help Center content that empowers customers to self-serve effectively and understand our products with clarity and confidence.

This role is ideal for someone who loves writing structuring information and thinking deeply about how people search for and use self-service content. Youll help define how we scale customer knowledge improve the support experience and ensure every Help Center article reflects a consistent trusted voice.

What Youll Do

Content Creation & Maintenance

• Create and maintain clear concise informational articles and how-to guides.

• Revise and update content alongside product releases to ensure information is accurate and accessible.

• Process content requests from internal teams editing existing content and creating new materials.

• Translate complex support workflows policies and system processes into clear step-by-step documentation.

• Enhance articles with visuals (screenshots charts videos) and ensure formatting supports readability and quick comprehension.

• Maintain consistent terminology tone and style across articles to ensure audiences receive clear aligned guidance.

Quality & Optimization

• Regularly review customer questions search behavior and feedback to identify unclear or missing content and update articles proactively to improve the usefulness of self-service resources.

• Periodically test content from a user perspective to ensure information is easy to locate accurate and actionable.

• Track article performance (views deflection rate feedback) to inform content improvements.

Knowledge Management

• Ensure knowledge bases are well-structured tagged and formatted to maximize accuracy and relevance when surfaced through search or self-service experiences.

• Identify and close knowledge gaps by working with stakeholders to anticipate customer needs.

• Audit existing content regularly for accuracy readability and completeness.

• Document and organize internal Standard Operating Procedures (SOPs) for content processes.

• Assist with communication of content and product updates to the department explaining changes and impact.

• Contribute ideas to improve workflows and content development practices to ensure scalability as the company grows.

Collaboration

• Partner with Product and Marketing teams to stay aligned on new features and customer needs.

• Contribute to keeping internal teams informed of updates.

• Gather feedback from customer-facing teams and end users to continuously improve Help Center usability.

• Collaborate with the Customer Education Strategist to ensure Help Center content aligns with broader customer education goals.

• Work closely with the Support team to gather feedback validate accuracy and identify areas where documentation can improve efficiency and reduce escalations.

What You Have

• 3-4 years of experience creating knowledge content for SaaS products (Help Center articles KB documentation training guides).

• Comfortable working in fast release cycles within a startup environment with high attention to detail.

• Background in customer service or support or a strong grasp of support workflows and how to enable them through clear content.

• Excellent writing and editing skills with the ability to explain technical concepts simply for non-technical audiences.

• Instructional design know-how (e.g. chunking progressive disclosure step-by-step guidance) applied in written and visual formats.

• Organizational strength with hands-on experience maintaining a content library or knowledge hub (tagging indexing version control).

• Experience collaborating with Product Marketing and Support teams.

• Bonus: light graphic design or multimedia editing skills; experience with content management systems or AI-driven workflows (Notion Confluence or similar).

Compensation

$94000 - $126000 USD

Please find our CA applicant privacy notice here.

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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

Required Experience:

IC