Why This Job is Featured on The SaaS Jobs
Support Operations roles are increasingly central in modern SaaS, where product-led adoption and frequent releases can quickly overwhelm frontline support. This position sits at the intersection of support, product change, and internal tooling, translating evolving workflows into repeatable systems. In an AI-driven SaaS context, that operational layer becomes even more consequential because customer questions, escalation patterns, and knowledge gaps can shift as capabilities expand.
For a SaaS career, the long-term value is in building a portfolio around enablement mechanics that scale: onboarding design, content governance, feedback loops from ticket data, and measurable training outcomes. Experience partnering across Support, QA, Product, and Customer Education is also widely transferable, since many SaaS organisations rely on similar cross-functional operating rhythms to keep service quality aligned with the roadmap.
This role tends to suit operators who prefer structured execution over open-ended strategy, and who enjoy turning ambiguity into clear, usable artifacts. It is a strong match for professionals who like working close to real customer issues while improving internal systems, and who want to deepen expertise in support scalability rather than move into direct customer-facing leadership.
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. 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 1500+ 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 moves fast, takes ownership, and is deeply committed to the mission — operating with intensity, staying close to our customers, and pushing each other for excellence. We live by three values: Decisiveness, Simplicity, and Job's Not Finished. We act quickly on clear judgment over perfect information, we believe simplicity is what scales, and we're never satisfied with where we are. If you want to do the best work of your career alongside people who share that drive, we'd love to build with you.
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 keeping our team equipped as the product rapidly evolves is a critical part of that foundation. We are looking for a Support Enablement Specialist to work alongside our Support Enablement Lead in building and delivering the programs that help every specialist ramp quickly and keep growing.
Reporting to the Support Operations Manager, with day-to-day direction from the Support Enablement Lead, you will focus on executing and maintaining enablement content across the full learning lifecycle — from onboarding new hires to delivering ongoing training as Harvey’s product and processes change. You'll work closely with the Support Enablement Lead, who will set direction and priorities, while you own the execution and delivery of content across the enablement program.
This role is a great fit for someone who is a strong executor, loves creating content that actually helps people, and thrives in a fast-moving environment where the work is always evolving.
What You'll Do
Build and maintain enablement content across the full learning lifecycle — onboarding curricula, product update training, process guides, quick-reference materials, and skills development resources.
Translate rapid product releases and process changes into clear, digestible learning content quickly and in the right format for the audience — written guides, short videos, live sessions, or self-guided modules.
Support the delivery and logistics of the onboarding program, including coordinating new hire schedules, tracking ramp progress, and flagging areas where additional support may be needed.
Maintain and organize the enablement content library, ensuring materials stay accurate, current, and easy to find as the product and team scale.
Partner with QA and the Enablement Lead to identify knowledge gaps surfaced by ticket trends and QA scores, and turn those gaps into targeted learning content.
Partner with Customer Education and Product to stay current on releases and incorporate changes into training materials before they surface as issues in tickets.
Gather feedback from specialists and new hires to continuously improve content and the learning experience.
Track content performance metrics and share insights with the Lead to inform program improvements.
What You Have
2+ years of experience in support enablement, support content creation, or a related role within a technical SaaS product environment.
Strong content creation skills — you can take complex product or process information and turn it into something clear, engaging, and easy to act on.
Solid instructional design fundamentals: you understand how to structure learning content, build in reinforcement, and choose the right format for the right moment.
Experience working in fast release cycles and adapting materials quickly as products evolve.
Organized and detail-oriented — you can manage a content library, track multiple projects, and keep materials current without things slipping.
Familiarity with support workflows and what it takes for a specialist to handle technical customer issues with confidence.
Collaborative by nature — you work well alongside a Lead, take direction clearly, and proactively flag issues or opportunities.
Bonus: experience with LMS platforms, video creation tools, or AI-assisted content development workflows.
Compensation
$104,000 - $156,000 USD
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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
