Harvey · 19 hours ago
Content Specialist, Customer Education
United States
Full-time
Remote
Mid Level
$94K/yr - $126K/yr
3+ years expHarvey is transforming how legal and professional services operate by leveraging AI and deep domain expertise. The Content Specialist will develop and maintain the Help Center, creating content that empowers customers to self-serve effectively and understand products clearly.
Artificial Intelligence (AI)Information TechnologyLegalLegal Tech
Responsibilities
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
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
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
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
Qualification
Required
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
Preferred
Bonus: light graphic design or multimedia editing skills; experience with content management systems or AI-driven workflows (Notion, Confluence, or similar)
Company
Harvey
Harvey provides AI-driven tools to assist legal professionals with research, document review, and contract analysis.
501-1000 employees
H1B Sponsorship
Harvey has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (21)
2024 (6)
2023 (2)
Funding
Current Stage
Late StageTotal Funding
$1.02BKey Investors
Andreessen HorowitzEQT GrowthCoatue,Kleiner Perkins
2025-10-30Series F· $160M
2025-10-06Series E· $59M
2025-06-23Series E· $300M
Leadership Team
Winston Weinberg
CEO & Co-Founder
Gabe Pereyra
President & Co-Founder
Recent News
2026-01-24
Business Insider
2026-01-23
Company data provided by crunchbase