Fellow Experience Manager - India

Fellow Experience Manager - India 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 R ... (truncated, view full listing at source)