Fellow Experience Specialist (Contract)

Role Overview Handshake AI is building the core human data infrastructure that powers frontier AI model development. As a Fellow Experience Specialist, you will serve as the primary support contact for Handshake AI Fellows, a global network of PhDs, researchers, and subject matter experts contributing to cutting-edge AI research and evaluation. This is a 6-month contract role with a flexible 5-day schedule that includes weekends, offering potential for extension or conversion to a permanent position based on performance and business needs. Key Responsibilities - Handle 75 to 100 support tickets daily covering payments, contracts, disputes, bug reports, and general Fellow inquiries via email, phone, Zoom, and internal ticketing systems - Troubleshoot complex technical workflows and build custom reports using Google Sheets and BigQuery to resolve payment and project data discrepancies - Collaborate cross-functionally with Ops, Finance, Product, Engineering, and Projects teams to resolve issues and improve the overall Fellow experience - Track recurring support trends and share structured feedback with the product and operations teams to drive process improvements - Maintain high performance standards across response time, resolution time, queue management, and overall support quality - Attend team meetings one to three times per week and complete administrative tasks including training, announcements, and email management Required Qualifications - One to three years of experience in customer success, customer support, or a sales development representative role - Proficiency or strong aptitude with BI tools such as BigQuery, SQL, Google Sheets advanced formulas, and Looker - Excellent verbal and written communication skills with the ability to simplify complex technical topics - Strong critical thinking skills with the ability to troubleshoot independently using limited information - High level of personal accountability, attention to detail, and results-oriented mindset - Comfortable working in a fast-paced, evolving startup environment with ambiguity and frequent process changes - Genuine empathy for users and a collaborative, team-first attitude Why Join Us This is a rare opportunity to work at the intersection of AI research and human expertise, partnering directly with frontier AI labs and world-class teams to shape the next era of human-AI collaboration. Exceptional performers have a clear path to grow into broader roles across the Handshake AI organisation.

- 1 to 3 years in customer success, customer support, or SDR roles - Hands-on experience or strong aptitude with BigQuery, SQL, Google Sheets, and Looker - Strong written and verbal communication skills in English - Ability to handle 75 to 100 support tickets per day with accuracy and empathy - Critical thinking and independent troubleshooting ability - Comfortable with ambiguity and rapid change in a startup environment - Availability to work 5 days per week including Saturdays and Sundays with 2 flexible weekdays off - High attention to detail and strong self-accountability

- Food credit for every in-person working day - Opportunity for contract extension or conversion to a permanent role - Direct collaboration with global AI lab researchers and senior Handshake leadership - Career growth potential into new roles within the Handshake AI team