Team Lead (Support Tools)
NeonSalary not specified
Full Time
Senior (5 to 8 years)
$98,600 – $130,500Compensation
Expert & Leadership (9+ years)Experience Level
Full TimeJob Type
UnknownVisa
AI, Biotechnology, Recruitment, EducationIndustries
Requirements
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.
Responsibilities
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.
Skills
AI Support
Team Management
Distributed Teams
Contract Management
Outsourcing Management
Cross-functional Collaboration
Customer Support
Scaling Operations
AI Research
Data Labeling
Model Evaluation
Domain-Specific Applications
Handshake
Connects students with job opportunities
About Handshake
Handshake connects college students with job and internship opportunities through its platform. It serves over 15 million students, 1,500 universities, and 900,000 employers, focusing on early career recruitment. The platform allows universities to provide students access to job listings, career fairs, and recruitment events, while employers can post job openings and manage recruitment processes. Handshake's user-friendly interface helps students organize their job search and offers insights like company reviews. The company prioritizes data privacy and security, ensuring compliance with regulations like FERPA. Handshake aims to bridge the gap between students and employers, facilitating early career opportunities.
San Francisco, CaliforniaHeadquarters
2014Year Founded
$422.2MTotal Funding
SERIES_FCompany Stage
Cybersecurity, EducationIndustries
501-1,000Employees
Benefits
💰Equity and ownership in a fast-growing company.
🍼16 Weeks of paid parental leave
💝Comprehensive medical, dental, and vision
💻Handshake offers $500/£360 home office stipend
📚Generous learning & development opportunities and an annual $2,000/£1,500/2k€ stipend
🏦401k Match: Handshake offers a dollar-for-dollar match on 1% of deferred salary, up to a maximum of $1,200 per year.
🏝PTO
Risks
Emerging competitors like Fizz target Handshake's demographic with financial products.
Intuit's collaboration may draw students away from Handshake.
AI-driven skills demand may reduce engagement with Handshake.
Differentiation
Handshake connects over 15 million students with 900,000 employers.
The platform offers a user-friendly interface for job and internship applications.
Handshake ensures data privacy, complying with regulations like FERPA.
Upsides
Handshake's new social media-like interface boosts user engagement.
Growing student loan repayment benefits attract more employers to Handshake.
Demand for skills-based workforce aligns with Handshake's mission.
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