Handshake AI Support Specialist, Contract

Handshake • Las Vegas, NV

124d

About The Position

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. 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! This is not a typical support job where you’ll exclusively work on tickets; it’s an opportunity to make Handshake AI feel like the premier destination for experts looking to challenge the boundaries of AI. You’ll have opportunities to interact with both Handshake leadership and our expert network directly.

Requirements

• 1 - 3 years of support, Sales Development Representative or similar experience.
• Experience with or strong aptitude to quickly learn Big Query, SQL, Google Sheets advanced formulas and analysis, and Looker.
• Excellent verbal and written communication skills.
• Ability to maintain or exceed ticket and quality goals.
• Strong sense of empathy with users of our products and cross functional partners.
• High attention to detail and ability to troubleshoot with limited information.

Nice To Haves

• Experience with ZenDesk.
• 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.

Responsibilities

• Provide amazing email, zoom, and/or phone support to Handshake MOVE Fellows via email, internal ticketing systems, and other channels.
• Resolve questions and disputes, remove or update contracts, report bugs, share feedback, and handle other general inquiries.
• Handle up to 75-100 tickets per day.
• Work on priority initiatives or improving business processes.
• Attend team meetings (1-3 per week).
• Complete administrative tasks (emails, checking daily announcements, training, etc.).
• Build and troubleshoot custom reports using Big Query, SQL, Google Sheets, and/or Looker.
• Maintain a standard level of excellence in regards to response times, resolution times, and quality of the customer support experience.
• Utilize internal tools to manage issues between Operations, Finance, Product, Engineering, Project, and Support teams.
• Analyze common issues that Fellows have and coordinate with Product and Ops teams to ideate and implement solutions.

What This Job Offers

• Job Type: Full-time
• Number of Employees: 501-1,000 employees