\u003C/strong>\u003C/p>\u003C/li>\u003Cli>\u003Cp style=\"min-height:1.5em\">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\u003Cbr />\u003C/p>\u003C/li>\u003Cli>\u003Cp style=\"min-height:1.5em\">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\u003Cbr />\u003C/p>\u003C/li>\u003Cli>\u003Cp style=\"min-height:1.5em\">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\u003Cbr />\u003C/p>\u003C/li>\u003Cli>\u003Cp style=\"min-height:1.5em\">Assess team efficiency, utilization, and quality and help inform forecasts and staffing models as this new venture rapidly grows\u003Cbr />\u003C/p>\u003C/li>\u003Cli>\u003Cp style=\"min-height:1.5em\">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\u003Cbr />\u003C/p>\u003C/li>\u003Cli>\u003Cp style=\"min-height:1.5em\">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\u003Cbr />\u003C/p>\u003C/li>\u003Cli>\u003Cp style=\"min-height:1.5em\">Collaborate with Support and Handshake AI leaders and stakeholders to coordinate resources, enhance processes, and develop solutions to improve and scale the Fellow experience\u003Cbr />\u003C/p>\u003C/li>\u003Cli>\u003Cp style=\"min-height:1.5em\">Help inform and build Global Support and Handshake AI vision, strategy, and long-term planning or operations\u003Cbr />\u003C/p>\u003C/li>\u003Cli>\u003Cp style=\"min-height:1.5em\">Attend and help facilitate our annual Global Support onsite in SF, typically during June or July, and attend other Handshake AI onsites or events\u003Cbr />\u003C/p>\u003C/li>\u003Cli>\u003Cp style=\"min-height:1.5em\">Travel to SF HQ quarterly\u003Cbr />\u003C/p>\u003C/li>\u003C/ul>\u003Cp style=\"min-height:1.5em\">\u003Cstrong>Desired Capabilities\u003C/strong>\u003C/p>\u003Cul style=\"min-height:1.5em\">\u003Cli>\u003Cp style=\"min-height:1.5em\">5+ years of support people management experience\u003Cbr />\u003C/p>\u003C/li>\u003Cli>\u003Cp style=\"min-height:1.5em\">2+ years of technical support frontline experience\u003Cbr />\u003C/p>\u003C/li>\u003Cli>\u003Cp style=\"min-height:1.5em\">Strong knowledge of support and business intelligence tools such as Notion, Confluence, Zendesk, Playvox, Linear, and/or Looker\u003Cbr />\u003C/p>\u003C/li>\u003Cli>\u003Cp style=\"min-height:1.5em\">Strong analytical and problem-solving skills, with experience tackling operational and scaling challenges\u003Cbr />\u003C/p>\u003C/li>\u003Cli>\u003Cp style=\"min-height:1.5em\">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\u003Cbr />\u003C/p>\u003C/li>\u003Cli>\u003Cp style=\"min-height:1.5em\">\u003Cstrong>Proven track record of building and maintaining documentation, playbooks, SOPs, and training resources for new or scaling teams\u003Cbr />\u003C/strong>\u003C/p>\u003C/li>\u003Cli>\u003Cp style=\"min-height:1.5em\">Exceptional written and verbal communication and stakeholder management skills at all levels, and strong async communication and organization (Slack, email, Linear, documents, Asana, etc)\u003Cbr />\u003C/p>\u003C/li>\u003Cli>\u003Cp style=\"min-height:1.5em\">Have built and led a new support team at a B2B or B2C tech hypergrowth startup\u003Cbr />\u003C/p>\u003C/li>\u003Cli>\u003Cp style=\"min-height:1.5em\">Have built hiring, onboarding, and training content and programs directly\u003Cbr />\u003C/p>\u003C/li>\u003Cli>\u003Cp style=\"min-height:1.5em\">Have informed or contributed to help content, self-service tools, and technology/tools to make user and team workflows more efficient\u003Cbr />\u003C/p>\u003C/li>\u003Cli>\u003Cp style=\"min-height:1.5em\">Demonstrated success partnering with product and engineering teams to influence roadmaps and build scalable support infrastructure\u003Cbr />\u003C/p>\u003C/li>\u003Cli>\u003Cp style=\"min-height:1.5em\">Have collaborated with operations, product, engineering, and/or marketing teams\u003Cbr />\u003C/p>\u003C/li>\u003Cli>\u003Cp style=\"min-height:1.5em\">Entrepreneurial mindset with a high level of comfort for ambiguity, frequent change, and ability to build and iterate quickly\u003C/p>\u003Cp style=\"min-height:1.5em\">\u003C/p>\u003C/li>\u003C/ul>\u003Cp style=\"min-height:1.5em\">\u003Cstrong>Perks\u003C/strong>\u003C/p>\u003Cp style=\"min-height:1.5em\">Handshake delivers benefits that help you feel supported—and thrive at work and in life.\u003C/p>\u003Cp style=\"min-height:1.5em\">\u003C/p>\u003Cp style=\"min-height:1.5em\">\u003Cem>\u003Cstrong>The below benefits are for full-time US employees.\u003C/strong>\u003C/em>\u003C/p>\u003Cp style=\"min-height:1.5em\">🎯 \u003Cstrong>Ownership:\u003C/strong> Equity in a fast-growing company\u003C/p>\u003Cp style=\"min-height:1.5em\">💰 \u003Cstrong>Financial Wellness\u003C/strong>: 401(k) match, competitive compensation, financial coaching\u003C/p>\u003Cp style=\"min-height:1.5em\">🍼 \u003Cstrong>Family Support:\u003C/strong> Paid parental leave, fertility benefits, parental coaching\u003C/p>\u003Cp style=\"min-height:1.5em\">💝 \u003Cstrong>Wellbeing:\u003C/strong> Medical, dental, and vision, mental health support, $500 wellness stipend\u003C/p>\u003Cp style=\"min-height:1.5em\">📚 \u003Cstrong>Growth:\u003C/strong> $2,000 learning stipend, ongoing development\u003C/p>\u003Cp style=\"min-height:1.5em\">💻 \u003Cstrong>Remote & Office:\u003C/strong> Stipends for home office setup, internet, commuting, and free lunch/gym in our SF office\u003C/p>\u003Cp style=\"min-height:1.5em\">🏝 \u003Cstrong>Time Off:\u003C/strong> Flexible PTO, 15 holidays + 2 flex days, winter #ShakeBreak where our whole office closes for a week!\u003C/p>\u003Cp style=\"min-height:1.5em\">🤝 \u003Cstrong>Connection:\u003C/strong> Team outings & referral bonuses\u003C/p>\u003Cp style=\"min-height:1.5em\">Explore our mission, values, and comprehensive US benefits at \u003Ca target=\"_blank\" rel=\"noopener noreferrer nofollow\" href=\"http://joinhandshake.com/careers\">\u003Cu>joinhandshake.com/careers\u003C/u>\u003C/a>.\u003C/p>\u003Cp style=\"min-height:1.5em\">\u003C/p>\u003Cp style=\"min-height:1.5em\">#LI-AG3\u003C/p>","https://jobs.ashbyhq.com/handshake/89b83a89-406f-4fde-a70d-1cbbdf9816d6",{"id":222,"name":223,"urlSafeSlug":223,"logo":224},[544,547],{"city":545,"region":546,"country":37},"Las Vegas","Nevada",{"city":31,"region":31,"country":37},"2025-09-18T07:18:25.318Z","The ideal candidate will have experience building and managing distributed support teams, including FTE, contract, and outsourced staff. They should possess strong analytical skills to monitor queues, team performance, and daily operations, and be adept at pulling and analyzing data to identify trends and inform solutions. Experience in developing playbooks, process documentation, and knowledge bases is essential, as is the ability to work cross-functionally with product, engineering, and operations teams. A background in a hypergrowth startup environment and comfort with ambiguity and change are also key requirements.","The Senior Manager will build and manage a new distributed support team for Handshake AI, encompassing contract, outsourced, and full-time staff. They will partner cross-functionally to scale a world-class Fellow support experience, manage support volume, and maintain low response times. Responsibilities include identifying opportunities to reduce volume and bottlenecks through product, tooling, and self-service enhancements, and contributing to a seamless Fellow experience. The role involves developing playbooks, process documentation, and knowledge bases, creating communication frameworks to align stakeholders, and monitoring team performance to meet SLAs. Additionally, the manager will analyze data to share insights and translate findings into actionable solutions, assess team efficiency and utilization, and advocate for Fellows by surfacing product insights and co-designing solutions.",{"employment":552,"compensation":554,"experience":557,"visaSponsorship":560,"location":561,"skills":562,"industries":574},{"type":553},{"id":262,"name":263,"description":386},{"minAnnualSalary":555,"maxAnnualSalary":556,"currency":267,"details":31},98600,130500,{"experienceLevels":558},[559],{"id":272,"name":273,"description":341},{"type":275},{"type":275},[563,564,565,566,567,568,569,570,571,408,572,573],"AI Support","Team Management","Distributed Teams","Contract Management","Outsourcing Management","Cross-functional Collaboration","Customer Support","Scaling Operations","AI Research","Model Evaluation","Domain-Specific Applications",[575,576,577,578],{"id":292,"name":278},{"id":295,"name":296},{"id":292,"name":519},{"id":221,"name":220},["Reactive",580],{"$ssite-config":581},{"env":582,"name":583,"url":584},"production","nuxt-app","https://jobo.world",["Set"],["ShallowReactive",587],{"company-Handshake":-1,"company-jobs-5fa6c79c-f9bd-4013-b9de-ca0aa5a81c72-carousel":-1},"/company/Handshake",{}]