ABOUT HANDSHAKE

Handshake is the career network for the AI economy. 20 million knowledge workers, 1,600 educational institutions, 1 million employers (including 100% of the Fortune 50), and every foundational AI lab trust Handshake to power career discovery, hiring, and upskilling, from freelance AI training gigs to first internships to full-time careers and beyond. This unique value is leading to unparalleled growth; in 2025, we tripled our ARR at scale.

Why join Handshake now:

• Shape how every career evolves in the AI economy, at global scale, with impact your friends, family and peers can see and feel

• Work hand-in-hand with world-class AI labs, Fortune 500 partners and the world’s top educational institutions

• Join a team with leadership from Scale AI, Meta, xAI, Notion, Coinbase, and Palantir, among others

• Build a massive, fast-growing business with billions in revenue

ABOUT THE ROLE:

Handshake AI is scaling rapidly to support hundreds of thousands of Fellows working across high-volume, fast-evolving AI projects and frontier lab customers. The Fellow Experience (FEXP) team is the frontline engine that ensures Fellows receive timely, accurate, and high-quality support.

We are seeking a Fellow Experience Manager to lead an India-based team of Fellow Experience Specialists (support agents) responsible for reactive ticket support, including overnight coverage for the global organization. This role owns team performance, quality, and health within a high-volume, SLA-driven environment.

FEXP operates across three geographies — the United States, India, and Guatemala — and requires tight coordination across time zones to ensure continuous coverage and consistent standards. As one of the leaders in a newly established geo, this manager will play a critical role in building strong operational foundations, setting performance expectations, and ensuring seamless handoffs across regions.

This is a hands-on people leadership role in a fast-paced AI environment. You will ensure your team consistently meets SLAs, quality standards, and CSAT targets while building a high-performance culture capable of absorbing rapid product changes and volume spikes.

DESIRED CAPABILITIES

Team Performance, SLA & Overnight Coverage Accountability

• Own your team’s delivery against SLAs, quality standards, and CSAT targets

• Ensure consistent overnight coverage and smooth follow-the-sun transitions

• Monitor productivity, quality scores, backlog, and staffing coverage daily

• Proactively adjust staffing and shift structures to manage volume fluctuations

• Maintain operational stability during incidents or product changes occurring outside US hours

BUILDING & SCALING THE INDIA POD:

• Establish strong team norms, accountability standards, and performance expectations in a newly expanding geo

• Hire, onboard, and ramp new agents quickly without sacrificing quality

• Embed documentation discipline and operational rigor from day one

• Identify team health risks early and correct course quickly

• Partner cross-geo to ensure consistency in performance standards and cultural alignment

COACHING, DEVELOPMENT & TEAM HEALTH

• Coach Fellow Experience Specialists on performance fundamentals, documentation hygiene, and escalation judgment

• Run consistent 1:1s, performance reviews, and structured feedback cycles

• Identify team health issues early and intervene proactively

• Manage underperformance, including structured improvement plans

• Maintain morale and psychological safety within a high-intensity, overnight-support environment

ESCALATIONS & INCIDENT STABILIZATION:

• Handle complex or high-risk Fellow escalations independently

• Act as the primary decision-maker during overnight disruptions or urgent incidents

• Provide structured updates and ensure clean documentation for cross-geo handoffs

• Ensure escalation paths are clear, followed, and reinforced through coaching

DOCUMENTATION & CHANGE READINESS:

• Ensure SOPs, macros, and internal documentation are updated rapidly as product changes occur

• Build habits of immediate documentation updates in response to AI product velocity

• Drive adoption of workflow changes within hours or days — not weeks

• Reinforce clarity and consistency across shifts to prevent misalignment

CROSS-GEO & CROSS-FUNCTIONAL COLLABORATION:

• Coordinate closely with FEXP managers in the US and Guatemala to ensure seamless 24/7 coverage

• Ensure clean transitions between shifts and time zones

• Partner with other teams on training updates and workflow adjustments

• Surface recurring Fellow pain points and product inconsistencies

• Provide structured, actionable insights (not just updates) to stakeholders

WHAT WE’RE LOOKING FOR:

• 8+ years in high-volume customer support startup environments

• 4+ years managing frontline support agents (FTE and/or contractors)

• Experience managing follow-the-sun support agents for US-based company

• Experience in fast-scaling, rapidly changing product environments (AI or technical experience preferred)

• Calm and decisive in high-volume, high-pressure environments

• Demonstrated ownership of SLAs, CSAT, and QA performance

• Deep working knowledge of support tooling (Zendesk or similar)

• Exceptional EQ with a strong sense of empathy with both team members and Fellows

• Strong judgment under ambiguity

• Bias toward action and operational clarity.