Fellow Experience Specialist, India (Contract)

About HandshakeHandshake 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 feelWork hand-in-hand with world-class AI labs, Fortune 500 partners and the world’s top educational institutionsJoin a team with leadership from Scale AI, Meta, xAI, Notion, Coinbase, and Palantir, among othersBuild a massive, fast-growing business with billions in revenueAbout the RoleHandshake 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 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.Exceptional team members may have the ability to grow their career into new roles across the Handshake AI Ops team.This is what your day will consist of:80%: 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.That said, this is an example and it varies a lot by the type of tickets and process at a given time.10% on priority initiatives or improving business process5%: 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 relationshipsUse app environments, troubleshooting tools, internal and external documentation, and team communication channels, to find the quality answer for a wide range of usersMaintain a standard level of excellence in regards to response times, resolution times, equal share of queue, and the quality of the customer support experienceBe both a support specialist and an experienced consultant for FellowsUtilize internal tools to manage issues between Operations, Finance, Product, Engineering, Project, and Support teamsAnalyze common issues that Fellows have and coordinate with our Product and Ops teams to ideate and implement solutionsDesired Capabilities1 - 3 years of customer success experience, Sales Development Representative or similar experienceBI tools: Experience with or strong aptitude t ... (truncated, view full listing at source)