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

The Role: Support Specialist, Contract

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, PA, SD, TN, TX, VA, WA, or WI.
• Hours: Monday through Friday, 40 hours per week during normal business hours.
• Proven customer support experience, ideally in a technical environment.
• Exceptional written and verbal communication skills.
• Ability to explain technical concepts to a non-technical audience.
• Proficiency in using ticketing systems and CRM software.

Nice to Have:

• Experience with the Handshake platform.
• Familiarity with SQL and database querying.
• Experience in a SaaS environment.

Benefits and Perks (If Converted to Permanent):

• Competitive salary and stock options.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off and holidays.
• Professional development opportunities.
• Remote work options.
• A supportive and inclusive work environment.

Day in the Life of a Support Specialist

As a Support Specialist at Handshake, you'll start your day by checking the support queue for new tickets. You'll respond to user inquiries, troubleshoot technical issues, and provide guidance on using the Handshake platform. You'll also collaborate with other team members to resolve complex issues and improve the customer experience. A typical day includes:

• Responding to 20-30 email tickets per day.
• Taking 10 phone calls during a 4-hour phone shift.
• Attending team meetings to discuss updates and best practices.
• Completing administrative tasks such as updating documentation and training materials.

Why Location Matters

Handshake is committed to building a diverse and inclusive workforce. By offering remote work options in multiple states, we can attract top talent from across the country. This allows us to tap into a wider pool of skilled professionals and create a more vibrant and innovative work environment.

Career Path

This contract role offers a potential pathway to a permanent Support Specialist position at Handshake. Successful contractors may be considered for full-time employment based on their performance and company needs. From there, career advancement opportunities may include roles in team leadership, specialized support functions, or other departments within the company.

Salary & Benefits

The salary for this contract role will be discussed during the interview process and will be commensurate with experience. If converted to a permanent role, Handshake offers a competitive salary and benefits package, including health insurance, paid time off, and professional development opportunities.

Mission

Handshake's mission is to democratize opportunity and help every student and young professional find the right career path. As a Support Specialist, you'll play a crucial role in supporting this mission by providing excellent customer service and helping users navigate the Handshake platform.

How to Apply

To apply for this position, please submit your resume and cover letter through the Handshake careers page. Be sure to highlight your relevant experience and skills, and explain why you're interested in joining the Handshake team.

FAQ

1. What is Handshake? Handshake is the career network for the AI economy, connecting students, employers, and educational institutions.
2. What does a Support Specialist do? A Support Specialist provides technical support and customer service to Handshake users.
3. Is this a remote position? Yes, this is a remote position.
4. What are the required qualifications? The required qualifications include proven customer support experience, strong communication skills, and technical proficiency.
5. What are the working hours? The working hours are Monday through Friday, 40 hours per week during normal business hours.
6. Is there potential for conversion to a permanent role? Yes, there is a possibility of contract extension or conversion to a permanent role.
7. What benefits are offered? If converted to a permanent role, Handshake offers a competitive salary and benefits package, including health insurance, paid time off, and professional development opportunities.
8. What is the company culture like? Handshake has a supportive and inclusive work environment.
9. How do I apply? To apply, please submit your resume and cover letter through the Handshake careers page.
10. What is the mission of Handshake? Handshake's mission is to democratize opportunity and help every student and young professional find the right career path.