Why This Job is Featured on The SaaS Jobs
Within SaaS, support enablement is one of the clearest levers for improving customer outcomes without relying solely on headcount. This Support Enablement Lead role sits at the intersection of product change and customer-facing execution, translating frequent releases into consistent support performance. The listing also signals a company operating at meaningful scale, with a global customer base and an emphasis on building a durable support function rather than treating enablement as ad hoc training.
For a SaaS career, the work builds durable operating skills: designing onboarding that reduces dependency on tribal knowledge, running QA programs that create measurable feedback loops, and using ramp and quality metrics to steer priorities. The partnership surface is notably broad, spanning Support leadership, Support Ops, and Product, which is representative of how modern SaaS organizations institutionalize learning in high-change environments. Experience here transfers well to support operations, customer education, and broader customer experience roles.
This role fits practitioners who like owning systems as much as content, and who are comfortable setting direction without formal people management. It will suit someone who prefers evidence-based iteration, can convert ambiguous product updates into clear training assets, and enjoys coaching specialists through standards and rubrics while staying hands-on in delivery.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
Why Harvey
At Harvey, we’re 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, we’re 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 60+ countries, strong product-market fit, and world-class investor support, we’re 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 we’re just getting started.
Role Overview
Harvey is building a world-class support function, and ensuring our team stays sharp as the product rapidly evolves is a critical part of that foundation. We are looking for a Support Enablement Lead to own the enablement strategy for our support org — covering both how we ramp new hires and how we keep tenured specialists continuously growing.
Reporting to the Support Operations Manager, you will own the enablement and quality strategy for the support org, and serve as the senior practitioner who guides and mentors Support Enablement Specialists and QA Specialists in their day-to-day work. While those roles report directly to the Support Operations Manager, you will be their primary point of direction — setting priorities, shaping their work, and rolling up your sleeves to build and deliver programs alongside them. You’ll own the full learning and quality surface: onboarding, ongoing product and process training, skills development, QA, and the feedback loops that connect quality findings to learning content.
This role is ideal for someone who combines strategic thinking with a bias for execution — you’re comfortable influencing a roadmap and then doing the work to bring it to life. You care deeply about team performance and understand that great enablement is one of the highest-leverage investments a support org can make.
What You'll Do
Co-own the enablement roadmap for the support team, covering both onboarding and ongoing training; set priorities in partnership with the Support Operations Manager and Support leadership, and drive execution alongside the Enablement Specialist.
Serve as the primary day-to-day guide for the Support Enablement Specialist and QA Specialists — setting direction, providing feedback, and helping each person do their best work, while formal people management sits with the Support Operations Manager.
Design and oversee a structured, scalable onboarding program that ramps new specialists quickly and reduces manual dependency on the broader team; define and track ramp metrics including time-to-productivity and QA scores during ramp.
Own the ongoing enablement program, translating rapid product releases, process changes, and emerging support challenges into clear, digestible learning content — delivered in the right format for the moment.
Oversee the QA program in partnership with the QA Specialist — ensuring quality findings directly inform enablement priorities, rubrics stay current, and the feedback loop between scoring and learning content is tight and continuous.
Partner with Product to stay ahead of releases, turning update notes into actionable team education before issues surface in tickets.
Maintain and evolve a library of enablement resources — onboarding curricula, quick-reference guides, training materials — ensuring everything stays accurate and current as Harvey scales.
Track and report on enablement effectiveness; use data to continuously improve programs and demonstrate impact to leadership.
What You Have
4+ years of experience in support enablement or a related role within a technical SaaS product environment.
Experience mentoring or guiding others in a senior IC capacity — you know how to set direction, give useful feedback, and help people grow without needing a formal management title to do it.
Demonstrated ability to own an enablement strategy end-to-end — from identifying needs and setting priorities through to building and delivering content.
Strong instructional design instincts: you understand how to chunk information, sequence learning, and choose the right format for the right audience.
Experience working in fast release cycles and adapting content rapidly as products and processes evolve.
Data-driven approach to program improvement — comfortable defining success metrics and using them to make decisions.
Deep familiarity with support workflows and what it takes for a specialist to handle technical customer issues with confidence.
Excellent communication skills; able to make complex product or process information accessible without oversimplifying it.
Bonus: experience with LMS platforms, video creation tools, or AI-assisted content development workflows.
Compensation
$108,400-$162,600
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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 accommodations@harvey.ai
