Fellow Experience Manager

Handshake • Full-time • Hybrid in San Francisco, California, United States • $110,000 - $130,000 / year • 17h ago

Fast Facts

Seeking a Fellow Experience Manager at Handshake to lead a team of support specialists focused on enhancing the Fellow experience while ensuring quality, performance, and operational stability in a high-volume AI environment.

Responsibilities: Oversee team performance regarding SLAs, quality standards, and CSAT targets; manage staff during high-volume spikes; and ensure operational stability amidst product changes.

Skills: 5+ years in high-volume customer support; 3+ years managing support agents; familiar with support tools like Zendesk; strong emotional intelligence and judgment.

Qualifications: Experience in fast-scaling product environments, particularly tech or AI; capable of decisive leadership in high-pressure situations; effective at team coaching and documentation management.

Location: San Francisco, California, United States

Compensation: $110000 - $130000 / Annually

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 a US-based team of Fellow Experience Specialists (support agents) responsible for reactive ticket support. 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. This manager will play a critical role in maintaining operational stability, driving accountability, and leading through ambiguity as product changes and volume spikes occur.

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 maintaining morale and resilience during rapid change.

What You’ll Own

Team Performance & SLA Accountability

Own your team’s delivery against SLAs, quality standards, and CSAT targets
Ensure tickets are handled accurately, efficiently, and with strong Fellow communication
Monitor productivity, quality scores, backlog, and coverage daily
Proactively adjust staffing and coverage during volume spikes
Maintain operational stability during incidents or product changes

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
Identifies team health issues early and intervenes proactively
Manage underperformance, including structured improvement plans
Maintain morale and psychological safety within a high-intensity environment

Escalations & Incident Stabilization

Handle complex or high-risk Fellow escalations independently
Provide structured updates during operational disruptions
Stabilize team performance during periods of chaos or unclear product direction
Ensure escalation paths are clear and followed

Documentation & Change Readiness

Ensure SOPs, macros, and internal documentation are updated rapidly as product changes occur
Identify documentation gaps and close them quickly
Drive team adoption of new workflows within hours or days — not weeks
Reinforce documentation discipline as a core operating principle

Cross-Geo & Cross-Functional Collaboration

Coordinate closely with other FEXP managers in the US, India, and Guatemala to ensure global coverage continuity
Partner with other teams on training updates and workflow adjustments
Surface recurring Fellow pain points and product inconsistencies
Provide structured, actionable insights (not just updates) to stakeholders

What We’re Looking For

Experience

5+ years in high-volume customer support startup environments
3+ years managing frontline support agents (FTE and/or contractors)
Experience in fast-scaling, rapidly changing product environments (AI or technical experience preferred)
Calm and decisive in high-volume, high-pressure environments
Demonstrated ownership of SLAs, CSAT, and QA performance
Deep working knowledge of support tooling (Zendesk or similar)
Exceptional EQ with a strong sense of empathy with both team members and Fellows
Strong judgment under ambiguity
Bias toward action and operational clarity

We Offer

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: Internet, commuting, and free lunch/gym in our SF office

🏝 Time Off: Flexible PTO, 15 holidays + 2 flex days

🤝 Connection: Team outings & referral bonuses

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

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