Support Specialist, Contract

Handshake · Global Support

Pay: $25 per hour
Where: Remote (USA)
Posted: 3 days ago

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. At its core, this is a technical enterprise support role: you'll provide strategic email, phone, and video consultation and support for customers and users from small organizations to huge marquee brands like Google, Amazon and Cornell University so you'll need to demonstrate confidence in every setting with them.

What you'd do

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
Flex across support queues with a positive mindset, including Trust and Safety and Handshake AI, as team needs shift.

What they want

Location: if working from home, you must be located in AZ, DC, CA, CO, CT, FL, GA, ID, IL, IN, MA, MD, ME, MI, MN, NC, NM, NV, NJ, NY, OR, PA, SD, TN, TX, VA, WA, or WI.
Technical Aptitude: Ability to learn technical tools and concepts quickly
Resilience: Comfort with change and ambiguity. We’re a growing startup and always refining processes, tools, etc!
Teamwork: Connects with teammates and actively builds a sense of community on Support and with other teams. Collaborates with manager and team on daily or weekly guidance on ticket workflows and prioritization.
Communication: Excellent verbal and written communication skills with a clear ability to communicate complex topics with simple language.
Results oriented and ownership: Ability to maintain or exceed ticket and quality goals. High level of self accountability and integrity for processes and metrics.
Passion for the problem: Desire to help give people the chance to build the career they want, no matter where they're from or what school they attend
EQ: A strong sense of empathy with users of our products and cross functional partners
Critical Thinking: High attention to detail and ability to troubleshoot with limited information and a clear plan of action.
Expertise and Curiosity: Retains knowledge, shows ability to partially solve issues independently, and asks questions to increase personal knowledge.
Isn’t afraid to do independent research on third party tools and systems to find answers.
Looks for ways to put AI to work for customers and the team.

What you get

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 · Global Support

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.