Support Specialist, 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 revenueThe RoleHandshake is looking to bring on a Support Specialist, Contractor to provide support to our employer, student, and career services users. This role is a 6 month contract with the possibility of contract extension or conversion to our permanent Support Specialist 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!You will work closely with our Support Team to provide efficient and effective support and contribute to an overall seamless experience for users. You will help unblock our users, share trends and learnings with the Support Team, and continue to improve the customer experience and our team operations. As an advocate for our career centers, students, and employer users, you’ll improve the Handshake user experience and make an impact on our mission to democratize opportunity.Your Role:Contribute 40 hours per week during our business hours, Monday through Friday. Provide amazing email and phone support to Handshake customers via internal ticketing systems. Your day-to-day will consist of:90%: resolving questions, bugs, feedback, and general inquiries. See daily averages below:Ticket Volume: ~20 - 30 email tickets per dayPhone Volume: ~10 calls over a 4 hour daily phone shift5%: attending team meetings (1-3 per week)5%: completing administrative tasks (emails, checking daily announcements, training, etc.)Note: email and phone tickets will involve highly technical troubleshooting and workflows, building and troubleshooting custom reports, and making sure to provide tailored, personal responses while building relationshipsUse app demo environments, troubleshooting tools, help center, team communication channels, and internal documentation systems 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 users of the Handshake platformUtilize internal tools to manage issues between Customer Support, Customer Success, Product, and EngineeringYou Have:Location: if working from home, you must be located in AZ, DC, CA, CO, FL, GA, ID, IL, IN, MA, MD, ME, MI, MN, NC, NM, NV, NJ, NY, OR, PA, SD, TN, TX, VA, WA, or WI. Hours: Monday through Friday, 8am - 5pm in Eastern time zoneTechnical Aptitude: Ability to learn technical tools and concepts quicklyResilience: Comfort with change and ambiguity. We’re a growing startup and always refining processes, tools, etc!Teamwork: Connects with teammates and actively builds a sense of community on Support and with other teams. Collaborates with manager and team on daily or weekly guidance on ticket workflows and prioritization.Communication: Excellent verbal and written communication skills with a clear ability to communicate complex topics with simple lan ... (truncated, view full listing at source)