Support Specialist, Contract

ABOUT HANDSHAKE Handshake was founded on a simple belief that everyone deserves a path to a great career, regardless of where they went to school or who they know. Today, we power 25 million job seekers, 1 million+ employers, and 1,600 educational institutions. In 2025, we started Handshake AI and built the fastest-growing AI data business in history. We work directly with frontier AI lab researchers to create evaluations, publish benchmarks, and push the boundary of data. We’ve grown from $0 to ~$1B run rate and pay ~$60M to over 30K individuals every month. 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 - Partner hand-in-hand with world-class AI labs, Fortune 500 partners and the world’s top educational institutions - Work together with engineers, scientists, operators, and more from Palantir, Meta, Scale AI, and former YC founders - Build a massive, fast-growing business with billions in revenue About Handshake AI Human data is the core infrastructure to AI advancement. Frontier AI labs currently improve model capabilities with various data-intensive post-training techniques. We believe that data spend for AI training will increase by 3-5x in the next few years and continue for much longer as models take on new domains. Handshake AI supports all of the frontier AI labs, working on their most complex data at the largest scale. THE ROLE Handshake 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 day - Phone Volume: ~10 calls over a 4 hour daily phone shift - 5%: 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 relationships - Use app demo environments, troubleshooting tools, help center, team communication channels, and internal documentation systems to find the quality answer for a wide range of users - Maintain a standard level of excellence in regards to response times, resolution times, equal share of queue, and the quality of the customer support experience - Be both a support specialist and an experienced consultant for users of the Handshake platform Utilize internal tools to manage issues between Customer Support, Customer Success, Product, and Engineering YOU 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,