HAI Support Specialist, Contract

Your Impact:

Handshake is expanding into AI research and development, building a world-class network of expert Fellows - PhDs, researchers, and subject matter specialists - who contribute to cutting-edge AI through specialized research, model evaluation, and domain-specific applications. Handshake is looking to bring on a Handshake AI Support Specialist, Contractor to provide payments, contracts, and general support to our Handshake MOVE Fellows. Reporting to the Senior Manager of Handshake AI Support, this role is a 6 month contract with the possibility of contract extension or conversion to a permanent role upon evaluation of fit for the role and company needs. We are hiring for 2 specialists with 1 located in our SF office and 1 remote in Mountain/Central time zones. If you are resourceful and attuned to detail, love digging into a complex and technical product, building strong relationships with customers and team members, and solving a wide variety of questions, bugs, and workflow needs - this is the role for you!

You will work closely with our Handshake AI Ops, Finance, Product, Engineering, Projects and Support teams to provide efficient and effective support, and contribute to an overall seamless experience for Fellows. You will primarily focus on handling payment questions, disputes, and managing contracts to ensure our Fellows have a smooth experience. You will also assist with general Handshake AI support, help unblock our users, share trends and learnings with the Handshake AI Team, and continue to improve the customer experience and our team operations. As an advocate for our Fellows, you’ll improve the Handshake AI experience and make an impact on our mission to build the infrastructure for the next era of human-AI collaboration.

Your Role:

• Contribute 40 hours per week during our business hours, Monday through Friday, and occasional overtime as needed. Provide amazing email, zoom, and/or phone support to Handshake MOVE Fellows via email, internal ticketing systems, and other channels. Your day-to-day will consist of:

  • 90%: resolving questions and disputes, removing or updating contracts reporting bugs, sharing feedback, and other general inquiries. You’ll typically handle up to 75-100 tickets per day.

  • 5%: attending team meetings (1-3 per week)

  • 5%: completing administrative tasks (emails, checking daily announcements, training, etc.)

• Tickets will involve highly technical troubleshooting and workflows, building and troubleshooting custom reports using Big Query, SQL, Google Sheets, and/or Looker, and making sure to provide tailored, personal responses while building relationships

• Use app environments, troubleshooting tools, internal and external documentation, and team communication channels, to find the quality answer for a wide range of users

• Maintain a standard level of excellence in regards to response times, resolution times, equal share of queue, and the quality of the customer support experience

• Be both a support specialist and an experienced consultant for Fellows

• Utilize internal tools to manage issues between Operations, Finance, Product, Engineering, Project, and Support teams

• Analyze common issues that Fellows have and coordinate with our Product and Ops teams to ideate and implement solutions

Your Experience and Traits:

• BI tools: Experience with or strong aptitude to quickly learn Big Query, SQL, Google Sheets advanced formulas and analysis, and Looker to pull payment and project data and compare with our tracking systems

• Technical Aptitude: Ability to learn technical tools and concepts quickly

• Resilience: Comfort with change and ambiguity. We’re a growing startup and always refining processes, tools, etc!

• Teamwork: Connects with teammates and actively builds a sense of community on the Handshake AI and Support teams. Collaborates with manager and colleagues and team on daily or weekly guidance on ticket workflows and prioritization.

• Communication: Excellent verbal and written communication skills with a clear ability to communicate complex topics with simple language.

• Results oriented and ownership: Ability to maintain or exceed ticket and quality goals. High level of self accountability and integrity for processes and metrics.

• Passion for the problem: Desire to help give people the chance to build the career they want, no matter where they're from or what school they attend

• EQ: A strong sense of empathy with users of our products and cross functional partners

• Critical Thinking: High attention to detail and ability to troubleshoot with limited information and a clear plan of action.

• Expertise and Curiosity: Retains knowledge, shows ability to partially solve issues independently, and asks questions to increase personal knowledge. Isn’t afraid to do independent research on third party tools and systems to find answers.

• Growth Mindset: Positive, eager to learn, utilizes resources, takes and gives feedback, connects with support team and key cross team stakeholders.

• Diversity and Inclusion: Eagerness to contribute to and help build a diverse and inclusive team and exhibit these values internally and externally with customers or users.

• Coverage: Can provide a regular schedule to provide consistent assistance to users. Based in the U.S. and is not a current student.

Bonus Areas of Expertise:

• Big Query, SQL, Google Sheets/Excel, Deel, and/or Hubstaff experience

• ZenDesk experience

• AI/LLM usage and training Experience

• Programming, IT, data analysis or computer science courses, major or certifications

• FinTech customer service experience

• Previous experience working in an Enterprise SaaS Customer Support team at a fast-paced startup or hypergrowth tech company, or customer focused position involving technical knowledge of a company's products and services

• Relevant experience in cross - functional communication or close partnerships with various teams (Success, Sales, Product etc)

Hiring process:

Here’s an overview of our hiring process. You can read more about it below:

• Take home test: You’ll be asked a series of interactive questions that may require answers in several formats and you should expect to spend up to 1.5 hours creating your responses. Be sure to be as detailed as possible and answer all parts of the prompt. This enables us to learn more about you and see how you approach certain scenarios. It’s also a great way for you to see what it’ll be like working with us as the questions are related to day-to-day tasks you’ll be doing on the job.

• 3 Virtual onsite interviews: You’ll be meeting with team members from the Handshake AI Ops, Finance, and Support teams for 3 45-minute interviews. The Support interview will consist of a live exercise where we will assess your troubleshooting skills as you share your computer screen and navigate a prompt. During the second half, we’ll ask you a series of questions, and this is a great time to ask any questions you may have.

• Decision: We’ll let you know if we are going to extend an offer or move forward with other candidates.