Senior Manager, Handshake AI Support (Enablement)

About Handshake AI

Handshake is building the career network for the AI economy. Our three-sided marketplace connects 18 million students and alumni, 1,500+ academic institutions across the U.S. and Europe, and 1 million employers to power how the next generation explores careers, builds skills, and gets hired.

Handshake AI is a human data labeling business that leverages the scale of the largest early career network. We work directly with the world’s leading AI research labs to build a new generation of human data products. From PhDs in physics to undergrads fluent in LLMs, Handshake AI is the trusted partner for domain-specific data and evaluation at scale.

This is a unique opportunity to join a fast-growing team shaping the future of AI through better data, better tools, and better systems—for experts, by experts.

Now’s a great time to join Handshake. Here’s why:

• Leading the AI Career Revolution: Be part of the team redefining work in the AI economy for millions worldwide.

• Proven Market Demand: Deep employer partnerships across Fortune 500s and the world’s leading AI research labs.

• World-Class Team: Leadership from Scale AI, Meta, xAI, Notion, Coinbase, and Palantir, just to name a few.

• Capitalized & Scaling: $3.5B valuation from top investors including Kleiner Perkins, True Ventures, Notable Capital, and more.

About the Role

Handshake 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. We’re looking for a Handshake AI Senior Support Manager to build a new distributed support team of contract, outsourced, and full-time staff, and partner cross-functionally across the Handshake AI and Global Support teams to scale a world-class Fellow support experience. You’ll work to manage Handshake AI Support volume and maintain low response times, identify ways to reduce volume and bottlenecks through product, tooling, and self-service enhancements, and contribute to a seamless Fellow experience. Not only will you drive the development of our Handshake AI Support Team, who enables and supports our complex and technical platform, but you’ll contribute to the evolution of the Global Support and Handshake AI departments.

This is a unique opportunity to play a pivotal role at a hypergrowth startup in a fast-growing space, building playbooks, documentation, enablement, and infrastructure all from scratch. If you thrive on frequent change, navigating ambiguity, and chasing ambitious goals, this is the role for you!

• Be the go-to expert on the team for knowledge sharing, onboarding and upskilling

• Build clear playbooks, process documentation, and knowledge bases that enable consistency across a distributed team and ensure rapid onboarding, scalable workflows, and high-quality support at every touchpoint

• Develop communication frameworks and cadences to keep leadership, product, engineering, and operations teams aligned on Fellow needs, product issues, and support insights
  

• Hire, train, and develop a high-performing, engaged, fun, and inclusive support team comprised of FTE, contract, and outsourced (BPO) staff to deliver an exceptional Fellow support experience
  

• Monitor queues, team performance, and daily operations to meet SLAs and coach or intervene (including rallying the team and hopping in the queue!) as needed
  

• Pull and analyze data and trends to share insights with relevant stakeholders, and translate findings into solutions via better help content, AI chatbot flows, tools, internal documentation, enablement, and SOPs
  

• Assess team efficiency, utilization, and quality and help inform forecasts and staffing models as this new venture rapidly grows
  

• Work cross-functionally with product, engineering, and operations teams to advocate for Fellows, surface product insights, and co-design solutions that reduce support volume, enhance usability, and drive long-term platform improvements
  

• Partner with product managers and domain experts to translate complex AI product features into clear enablement materials, training programs, and knowledge resources for Fellows and support staff
  

• Collaborate with Support and Handshake AI leaders and stakeholders to coordinate resources, enhance processes, and develop solutions to improve and scale the Fellow experience
  

• Help inform and build Global Support and Handshake AI vision, strategy, and long-term planning or operations
  

• Attend and help facilitate our annual Global Support onsite in SF, typically during June or July, and attend other Handshake AI onsites or events
  

• Travel to SF HQ quarterly
  

Desired Capabilities

• 5+ years of support people management experience
  

• 2+ years of technical support frontline experience
  

• Strong knowledge of support and business intelligence tools such as Notion, Confluence, Zendesk, Playvox, Linear, and/or Looker
  

• Strong analytical and problem-solving skills, with experience tackling operational and scaling challenges
  

• Strong project management and use of digital tools like Asana, with ability to manage multiple high-priority projects and tasks simultaneously, with a bias to action and keeping stakeholders informed along the way
  

• Proven track record of building and maintaining documentation, playbooks, SOPs, and training resources for new or scaling teams
  

• Exceptional written and verbal communication and stakeholder management skills at all levels, and strong async communication and organization (Slack, email, Linear, documents, Asana, etc)
  

• Have built and led a new support team at a B2B or B2C tech hypergrowth startup
  

• Have built hiring, onboarding, and training content and programs directly
  

• Have informed or contributed to help content, self-service tools, and technology/tools to make user and team workflows more efficient
  

• Demonstrated success partnering with product and engineering teams to influence roadmaps and build scalable support infrastructure
  

• Have collaborated with operations, product, engineering, and/or marketing teams
  

• Entrepreneurial mindset with a high level of comfort for ambiguity, frequent change, and ability to build and iterate quickly

Perks

Handshake delivers benefits that help you feel supported—and thrive at work and in life.

The below benefits are for full-time US employees.

🎯 Ownership: Equity in a fast-growing company

💰 Financial Wellness: 401(k) match, competitive compensation, financial coaching

🍼 Family Support: Paid parental leave, fertility benefits, parental coaching

💝 Wellbeing: Medical, dental, and vision, mental health support, $500 wellness stipend

📚 Growth: $2,000 learning stipend, ongoing development

💻 Remote & Office: Stipends for home office setup, internet, commuting, and free lunch/gym in our SF office

🏝 Time Off: Flexible PTO, 15 holidays + 2 flex days, winter #ShakeBreak where our whole office closes for a week!

🤝 Connection: Team outings & referral bonuses

Explore our mission, values, and comprehensive US benefits at joinhandshake.com/careers.

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