Manager, Customer Experience, APAC

Overview

Lead the customer support team serving lawyers and professional services teams in the APAC region, reporting to the Head of CX, and drive operational excellence across Harvey's global support organization.

What you'll do

• Run day-to-day support delivery for your region: queue and coverage, triage and handoff, and escalation judgment, measured by First Response Time, Resolution Time, QA, and cSAT.
• Set individual performance expectations and coach against QA results in the moment, moving to a documented plan only when coaching hasn't landed.
• Own escalations end to end: triage and severity judgment, customer communication through to resolution, and bug reports Engineering can act on.
• Partner with Product, Engineering, and Go-to-Market to turn recurring escalations into fixes.
• Take part in the on-call rotation for customer-impacting incidents, owning coordination of response and customer communication strategy while an incident is live.
• Drive adoption of the AI tools and systems across triage, drafting, deflection, and QA, and pressure-test what CX Ops ships against real queue conditions.
• Track how your region performs against the other four CX Managers, bring what works to peers, and propose practices that should apply globally.
• Forecast coverage and staffing against volume, and flag gaps before they have impact.
• Hire, onboard, and develop team members to ensure readiness for future growth.

What you'll need

• 10+ years in customer support or customer experience, including 4+ years managing teams in a high-volume environment serving enterprise customers.
• Comfortable operating at a fast pace.
• A deep focus on the customer and real satisfaction in solving problems that make their work harder.
• Genuine investment in developing your team, with a high bar.
• Manage close to the work, knowing what team tickets actually look like, not just the dashboard.
• A change you made to how a support team works that produced a step change, not an incremental gain.
• Ownership of a metric set (FRT, TTR, cSAT, QA, backlog, deflection), including what drives each one and the ability to build your own reporting.
• Understanding of enterprise escalations, from severity judgment through the customer conversation, and ability to reproduce issues, read error logs, and troubleshoot API, authentication, and AI output quality issues well enough to brief Engineering accurately.
• Ability to take a process improvement from idea to shipped and know which to hand over to someone on your team.
• Day-to-day proficiency using AI tools in a production support workflow, with a concrete point of view on how AI is changing support team structure.
• Admin-level fluency with Zendesk or an equivalent platform: views, triggers, macros, and routing logic.
• Experience with Zendesk, Salesforce, Omni, and Snowflake is referenced as the team's stack.
• Must be authorized to work in India; visa sponsorship is not available.

Details

• Location: Bengaluru, India.
• Reports to the Head of CX.