Our mission is to democratize opportunity for students everywhere. We believe that every student should have an equal opportunity to build a meaningful career regardless of where they go to school, what they major in, or who they know. The Handshake community includes 14 million students and young alumni at more than 700 universities. We connect talent from across all 50 states with over 300,000 employers recruiting on Handshake - from every Fortune 500 company to thousands of local mom and pop shops, nonprofits, startups, and more.

We welcome all people. We celebrate diversity of all kinds and are committed to creating an inclusive culture built on a foundation of respect for all individuals. We seek to hire, develop and retain talented people from all backgrounds. Individuals from non-traditional backgrounds, historically marginalized or underrepresented groups strongly encouraged to apply.

If you are not sure that you’re 100% qualified, but up for the challenge - we want you to apply!

Your Impact

Handshake is looking to bring on an Employer Premium Support Manager to help lead and grow Employer Premium Support Specialists and help our users from the early days of on-boarding to launch day and beyond. You’ll report directly to the Head of Support, playing a key role in building scalable solutions and processes while nurturing a fun, collaborative culture. You’ll work closely with our Employer Premium Partnerships, Success, Product and Engineering teams to improve efficiency, reduce first response times, and contribute to an overall seamless experience for users. As an advocate for our users, you’ll identify key themes that will drive continuous product improvement and improve the Handshake user experience. In addition, you’ll be responsible for leading cross-functional projects to reduce support volume and improve operations. You’ll build a hardworking team that loves contributing to our mission and pushes themselves to go above and beyond. Above all, you’ll hop in the queue, lean in wherever needed, and ensure our customers have what they need to be successful.

Your Role

• Motivate, coach, and empower a team of hardworking Employer Premium Support Specialists

• Help provide amazing support to Handshake customers using web-based and phone requests via internal ticketing systems, phone, Zoom, and other support tools

• Drive improvements in efficiency, response times and customer satisfaction within your team and across the entire customer support organization

• Influence the direction of Handshake by leading and participating in cross-functional projects with customer success, product, engineering, design, marketing, and sales

• Utilize internal tools to manage issues between Engineering, Customer Success, & other internal teams

• Identify and lead efforts to scale via our Help Center, internal documentation, training, and community programs

What We’re Looking For

• At least 1+ year managing people in an Enterprise SaaS Customer Support function

• At least 1+ year working in Enterprise SaaS Customer Support at a fast-paced tech company

• Leadership Experience: actively coach and develop relationships and tools to drive a high performing, engaged team

• Exceptionally results oriented: analytical, methodical approach to identifying challenges and measuring impact

• Ability to think systematically: identify and build infrastructure, processes, and tools to drive efficiency and streamlined operations

• Entrepreneurial and consultative: You’re a Do-er, have strong work ethic, and a bias for action. You’ll do whatever it takes to meet customer needs.

• Passion for the problem: helping launch careers and grow companies by making the best matches between companies and new graduates

• Empathy: exceptional EQ with a strong sense of empathy with team members and customers

• Communication: excellent verbal and written communication skills with a clear ability to communicate complex topics with simple language

• High attention to detail and ability to troubleshoot with limited information and a clear plan of action

• Experience with Zendesk, Jira or other SaaS support tools. Technical background is a plus!

• Willingness to travel to SF and/or Denver to frequently collaborate with Employer Premium Partnerships, Success, Product, and Engineering teams

• Bonus - knowledge of how online recruiting technology works - and the ability to explain it in ordinary terms

Benefits

• Stock: Sizable ownership in a fast-growing company.

• Family Focus: Parental leave (12 weeks maternity / 4 weeks paternity), and flexibility for families.

• Time Off: Flexible vacation policy to encourage people to get out and see the world.

• Healthcare: World-class medical, dental, and vision policies.

• Goodies: Whatever hardware and software you need to get the job done.

• Team Fun: Regularly scheduled events, sports, game nights, book clubs.

• Learning: Sponsorship of meetup and conference attendance.

• Great team: Working with fun, hard working, nice people who are committed to making a difference!

• ...And much more!

We value diversity of all kinds, and are committed to building a diverse and inclusive workplace where we learn from each other. We are an equal opportunity employer and welcome people of all different backgrounds, experiences, abilities and perspectives.