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Fellow Experience Specialist

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Handshake

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Location:
India

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

1100000.00 - 1400000.00 INR / Year
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Job Description:

Handshake is looking to bring on a Handshake AI Support Specialist to provide payments, contracts, and general support to our Handshake MOVE Fellows. 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 Fellow Experience (FEXP) 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.

Job Responsibility:

  • 80%: resolving questions and disputes, removing or updating contracts reporting bugs, sharing feedback, and other general inquiries
  • 10% on priority initiatives or improving business process
  • 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
  • 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

Requirements:

  • 1 - 3 years of customer success experience, Sales Development Representative or similar experience
  • 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
  • Self-Starter: Excited to approach new challenges and have a high bar for personal excellence
  • Technical Aptitude: Ability to learn technical tools and concepts quickly
  • Resilience: Comfort with change and ambiguity
  • Teamwork: Connects with teammates and actively builds a sense of community
  • 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
  • Passion for the problem: Desire to help give people the chance to build the career they want
  • 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
  • Expertise and Curiosity: Retains knowledge, shows ability to partially solve issues independently, and asks questions to increase personal knowledge
  • Growth Mindset: Positive, eager to learn, utilizes resources, takes and gives feedback
  • Diversity and Inclusion: Eagerness to contribute to and help build a diverse and inclusive team
  • Coverage: Can provide a regular schedule to provide consistent assistance to users. Based in the U.S. and is not a current student

Nice to have:

  • 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)
What we offer:

Food credit for every in person day

Additional Information:

Job Posted:
February 20, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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