Fellow Experience Specialist

About the Company

Handshake was founded on a simple belief that everyone deserves a path to a great career, regardless of where they went to school or who they know. Handshake AI is building the infrastructure for the next era of human-AI collaboration, working directly with frontier AI lab researchers to create evaluations and push the boundaries of data.

Responsibilities

• Provide email, Zoom, and phone support to Handshake AI Fellows via internal ticketing systems
• Resolve questions, disputes, and contract updates, handling approximately 75-100 tickets per day
• Perform highly technical troubleshooting and build custom reports using Google Sheets and BigQuery
• Coordinate with Operations, Finance, Product, and Engineering teams to resolve issues
• Analyze common user issues to ideate and implement process improvements
• Maintain high standards for response times, resolution times, and support quality

Requirements

• 1-3 years of customer success or Sales Development Representative experience
• Strong aptitude for BI tools including BigQuery, SQL, and advanced Google Sheets formulas
• Ability to work a 5-day weekly schedule that includes Saturdays and Sundays
• Excellent verbal and written communication skills
• High technical aptitude and ability to learn complex tools quickly
• Strong critical thinking and troubleshooting skills

Preferred Qualifications

• Experience with Zendesk, Deel, or Hubstaff
• Experience with AI/LLM usage and training
• Previous experience in an Enterprise SaaS Customer Support team at a fast-paced startup
• Experience in cross-functional communication with Product and Sales teams