Manager, Customer Experience, APAC

Bengaluru · 4+ years experience · Full-time · Hybrid · Posted Oct 7, 2026

At a glance

Harvey is looking for a Customer Experience (CX) Manager to lead a high-performing support team serving lawyers and professional services teams in the APAC region.
The role balances strategic oversight with hands-on execution, driving operational excellence and accountability across the support organization.
Reporting to the Head of CX, you will manage day-to-day support delivery, own escalations end-to-end, and collaborate with global peers to shape the culture and cadence of a growing support organization.

Run day-to-day support delivery for your region including queue and coverage, triage and handoff, and escalation judgment, measured by First Response Time, Resolution Time, QA, and cSAT.
Set individual performance expectations, stay close to the work to spot drift early, and coach against QA results in the moment.
Own escalations end to end from triage and severity judgment to customer communication and bug reports that 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, coordinating responses and customer communication strategies.
Drive adoption of AI tools and systems across triage, drafting, deflection, and QA, and pressure-test what CX Ops ships.
Track regional performance against other global regions, share successful practices, and propose global operational standards.
Forecast coverage and staffing against volume to flag gaps before impact.
Hire, onboard, and develop team members to ensure readiness for future growth and evolving support needs.

10+ years in customer support or customer experience, including 4+ years managing teams in a high-volume environment serving enterprise customers.
Comfortable operating at Harvey's pace in a fast-scaling environment.
Deep focus on the customer and satisfaction in solving problems that impact their work.
Demonstrated experience developing a team and maintaining a high performance bar.
Ability to manage close to the work and understand the team's actual tickets beyond dashboard metrics.
Experience implementing a support team change that produced a step change rather than an incremental gain.
Ownership and understanding of a metric set including FRT, TTR, cSAT, QA, backlog, and deflection, with the ability to build reporting.
Understanding of enterprise escalations, ability to reproduce issues, read error logs, and troubleshoot API, authentication, and AI output quality issues.
Ability to take process improvements from idea to shipped independently.
Day-to-day proficiency using AI tools in a production support workflow with a concrete point of view on AI in support.