Fellow Experience Manager - India

Handshake Technologies, Inc.

Job Overview

Location

India

Job Type

Full-time

Full Job Description

📋 Description

• As a Fellow Experience Manager at Handshake Technologies, Inc., you will lead an India-based team of Fellow Experience Specialists responsible for delivering timely, accurate, and high-quality support to hundreds of thousands of Fellows engaged in high-volume, fast-evolving AI projects for frontier lab customers. This role is critical to ensuring seamless global support coverage across the United States, India, and Guatemala, maintaining service level agreements (SLAs), customer satisfaction (CSAT), and quality standards during overnight and follow-the-sun operations.
• Day to day, you will own your team’s delivery against SLAs, quality scores, and CSAT targets by monitoring productivity, backlog, and staffing coverage daily; proactively adjust shift structures and staffing to manage volume fluctuations and ensure consistent overnight coverage; handle complex or high-risk Fellow escalations independently as the primary decision-maker during urgent incidents occurring outside US hours; ensure SOPs, macros, and internal documentation are updated rapidly in response to AI product changes; drive adoption of workflow changes within hours or days to maintain alignment across shifts; coach Fellow Experience Specialists on performance fundamentals, documentation hygiene, and escalation judgment through consistent 1:1s, performance reviews, and structured feedback cycles; identify and address team health risks early, including managing underperformance via structured improvement plans while maintaining morale and psychological safety in a high-intensity environment.
• You will be part of a newly established India pod within Handshake’s global Fellow Experience (FEXP) team, which operates across three geographies to provide 24/7 support. As one of the leaders in this expanding geo, you will play a critical role in building strong operational foundations, setting performance expectations, and ensuring seamless handoffs across regions by partnering closely with FEXP managers in the US and Guatemala to ensure clean transitions between shifts and time zones.
• In this role, you will develop deep expertise in scaling support operations in high-velocity AI environments, refine your leadership in managing follow-the-sun teams under pressure, and gain experience driving operational rigor, documentation discipline, and cross-functional collaboration at a fast-scaling company backed by leaders from Scale AI, Meta, xAI, Notion, Coinbase, and Palantir. You will have the opportunity to shape how support evolves for Fellows in the AI economy while building a high-performance culture capable of absorbing rapid product changes and volume spikes.

🎯 Requirements

• 8+ years of experience in high-volume customer support environments, preferably in startup or fast-scaling settings
• 4+ years of direct experience managing frontline support agents (FTE and/or contractors)
• Proven experience managing follow-the-sun support models for US-based companies
• Demonstrated ownership of SLAs, CSAT, and QA performance in high-pressure, SLA-driven environments
• Deep working knowledge of support tooling such as Zendesk or similar platforms
• Exceptional emotional intelligence (EQ) with strong empathy for both team members and Fellows
• Calm and decisive demeanor in high-volume, high-pressure situations
• Strong judgment under ambiguity and a bias toward action and operational clarity

🏖️ Benefits

• Opportunity to work with a mission-driven company powering career discovery in the AI economy for 20 million knowledge workers and 100% of the Fortune 50
• Leadership exposure to world-class AI labs, Fortune 500 partners, and top educational institutions
• Collaborate with a leadership team featuring alumni from Scale AI, Meta, xAI, Notion, Coinbase, and Palantir
• Build and scale a critical operations function in a newly established geo with significant impact on global support consistency
• Work in a fast-paced, high-growth environment with billions in revenue potential and rapid career advancement opportunities

Skills & Technologies

Onsite

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Handshake Technologies, Inc.

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About Handshake Technologies, Inc.

Handshake Technologies provides a cloud-based career-services platform that connects university students, recent graduates, and employers. The software enables institutions to manage job postings, career fairs, on-campus interviews, and employer relations while giving students tools to discover internships and entry-level roles and giving employers access to early-career talent across a network of partner colleges and universities.

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