Fellow Experience Manager

Fellow Experience Manager 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 a US-based team of Fellow Experience Specialists (support agents) responsible for reactive ticket support. 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. This manager will play a critical role in maintaining operational stability, driving accountability, and leading through ambiguity as product changes and volume spikes occur. 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 maintaining morale and resilience during rapid change. What You’ll Own Team Performance & SLA Accountability - Own your team’s delivery against SLAs, quality standards, and CSAT targets - Ensure tickets are handled accurately, efficiently, and with strong Fellow communication - Monitor productivity, quality scores, backlog, and coverage daily - Proactively adjust staffing and coverage during volume spikes - Maintain operational stability during incidents or product changes 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 - Identifies team health issues early and intervenes proactively - Manage underperformance, including structured improvement plans - Maintain morale and psychological safety within a high-intensity environment Escalations & Incident Stabilization - Handle complex or high-risk Fellow escalations independently - Provide structured updates during operational disruptions - Stabilize team performance during periods of chaos or unclear product direction - Ensure escalation paths are clear and followed Documentation & Change Readiness - Ensure SOPs, macros, and internal documentation are updated rapidly as product changes occur - Identify documentation gaps and close them quickly - Drive team adoption of new workflows within hours or days — not weeks - Reinforce documentation discipline as a core operating principle Cross-Geo & Cross-Functional Collaboration - Coordinate closely with other FEXP managers in the US, India, and Guatemala to ensure global coverage continuity - 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 Experience - 5+ years in hi ... (truncated, view full listing at source)