Everyone is welcome at Handshake. We know diverse teams build better products and we are committed to creating an inclusive culture built on a foundation of respect for all individuals. We strongly encourage candidates from non-traditional backgrounds, historically marginalized or underrepresented groups to apply.

Hours: Monday through Friday 8am-5pm in time zone, unless otherwise noted in hiring process  

Our mission is to democratize opportunity for students everywhere. We believe that every student should have an equal opportunity to  build a meaningful career regardless of where they go to school, what they major in, or who they know. The Handshake community includes  14 million students and young alumni at more than 700 universities. We connect talent from across all 50 states with over 300,000  Employers recruiting on Handshake - from every Fortune 500 company to thousands of local mom and pop shops, nonprofits, startups,  and more. 

We welcome all people. We celebrate diversity of all kinds and are committed to creating an inclusive culture built on a foundation of  respect for all individuals. We seek to hire, develop and retain talented people from all backgrounds. Individuals from non-traditional  backgrounds, historically marginalized or underrepresented groups are strongly encouraged to apply. 

If you are not sure that you’re 100% qualified, but up for the challenge - we want you to apply! 

Your Impact:

Handshake is looking to bring on a Sr. Support Manager to lead and develop a team of full-time Support Specialists that provide enterprise  level support to our Employer users and internal enablement to cross-functional teams. Once fully ramped to our fast-paced, mission driven environment, you’ll play a key role in building scalable solutions and processes as we continue to progress through hypergrowth while nurturing a fun, collaborative, inclusive and performance-driven culture. You’ll report to and work closely with the Director of Global Support and cross-functionally collaborate with key cross-team stakeholders at all levels within Global Support and Trust & Safety Leadership, Success, Product,  Engineering, Sales and Finance/BizOps teams to improve operations, efficiency and quality; Employer support volume and first response times; and contribute to an overall seamless user experience. Not only will you drive the development of the Employer Support team, who enables and supports our complex and technical platform, but you’ll contribute to the evolution of the Global Support and Trust & Safety Department! 

A primary focus of your role will include refining the skill of managing both up and down--supporting your team and your manager--while  contributing to mindful decisions that account for impact to our users, team and the business. Ultimately, you’ll play a pivotal role in building a  diverse, hardworking team that loves contributing to our mission and pushes themselves to go above and beyond to provide exceptional  external partner experiences--advocating for and enabling user success with our platform--while acting as an effective internal partner to  fellow Global Support/Trust & Safety teams and the company as a whole.  

Your Role

• Team Management 

  • Hires, trains, motivates, coaches, develops and empowers a hardworking, diverse team of Employer Support Specialists 

  • Seamlessly navigates performance management 

  • Conducts weekly 1:1s, documenting feedback and coaching points 

  • Supports ICs in short and long-term goal creation and tracking, effectively navigating career growth and development convos and mapping 

  • Unblocks the team, appropriately escalating issues when other avenues prove ineffective 

  • Navigates difficult conversations with grace, fluidly adjusting to your audience’s communication styles, needs, backgrounds, morale,  motivation levels, etc. 

  • Continually maintains a pulse on the Employer queue to ensure SLAs are met, rallying the team when necessary, pulling and tracking  data, and proactively surfacing opportunities for continual improvement. 

  • Hosts regular team meetings to promote group learning/sharing, community and fun 

  • Facilitates cross-team opportunities for development and culture building 

• Vertical Ownership & Advocacy 

  • Has a strong sense of ownership and accountability

  • Maintains a growth mindset, which includes giving and receiving feedback effectively in all directions

  • Acts as a subject matter expert and advocate for the Employer Support vertical, providing insight and updates effectively to assist wit