San Francisco, California
University Support Manager Job Opening in San Francisco, California - Our mission is to democratize opportunity - to make it easy for any student to build a great career, no matter where they go to school, what they're majoring in, or who they know.
Backed by $34m from Spark Capital, Kleiner Perkins, True Ventures and Lightspeed Partners, Handshake has partnered with 300 universities (schools of all sizes and locations, including Stanford, Princeton, UVA, Michigan, Texas, Spelman and Harvey Mudd), and has more than 6 million student profiles and 230,000 companies recruiting on our platform, including 95% of the Fortune 500. Our extensive data on students' interests and historical career outcomes gives Handshake the unique ability to help students imagine, plan and jumpstart their future careers. Come join our passionate, diverse team!
What does a University Support Manager do at Handshake?
Handshake is looking to bring on a University Support Manager to help manage and coach Support Specialists, lead projects, and help our end users from the early days of onboarding to launch day and beyond. As a Support Manager, you?ll report directly to the Head of Support, playing a key role in building scalable solutions and processes while nurturing a fun, collaborative culture. You?ll work closely with our Head of Support, our Business Development team, and our Customer Success Account Managers to improve efficiency, reduce first response times, and contribute to an overall seamless experience for users. As an advocate for our career centers, students, and employer users, you?ll identify key themes that will drive continuous product improvement and improve the Handshake user experience. In addition, you?ll be responsible for leading cross-functional projects to reduce support volume and improve operations. You?ll build a hardworking team that loves contributing to our mission and pushes themselves to go above and beyond.
Here are some projects we?re excited for you to work on at Handshake
Motivate, coach, and empower a team of hardworking Support Specialists
Identify and lead efforts to scale via our Help Center, internal documentation, training, and community programs
Drive improvements in efficiency, response times and customer satisfaction within your team and across the entire customer support organization
Influence the direction of Handshake by leading and participating in cross-functional projects with account management, product, engineering, design, marketing, and sales
Provide amazing support to Handshake customers using web-based and phone requests via internal ticketing systems, phone, GoToMeeting, and other support tools
Utilize internal tools to manage issues between Engineering, Customer Success, & other internal teams
What Qualities are we looking for?
At least 1+ year managing people in a Customer Support function
At least 3+ years working in Customer Support at a fast-paced tech company
Leadership Experience: actively coach and develop relationships and tools to drive a high performing, engaged team
Exceptionally data-driven: analytical, methodical approach to identifying challenges and measuring impact
Ability to think systematically: identify and build infrastructure, processes, and tools to drive efficiency and streamlined operations
Grit: You?re a Do-er, have strong work ethic, and a bias for action
Experience working in a customer support/service capacity, and experience leading and managing others
Experience with Zendesk, Jira or other SaaS support tools. Technical background is a plus!
Passion for the problem: helping launch careers and grow companies by making the best matches between companies and new graduates
Empathy: exceptional EQ with a strong sense of empathy with team members and customers
Communication: excellent verbal and written communication skills with a clear ability to communicate complex topics with simple language
High attention to detail and ability to troubleshoot with limited information and a clear plan of action
Benefits
Stock: Sizable ownership in a fast-growing company.
Family Focus: Parental leave (12 weeks maternity / 4 weeks paternity), and flexibility for families.
Time Off: Flexible vacation policy to encourage people to get out and see the world.
Healthcare: World-class medical, dental, and vision policies.
Goodies: Whatever hardware and software you need to get the job done.
Team Fun: Regularly scheduled events, sports, game nights, book clubs.
Learning: Sponsorship of meetup and conference attendance.
Great team: Working with fun, hard working, nice people who are committed to making a difference!
much more!
We value diversity of all kinds, and are committed to building a diverse and inclusive workplace where we learn from each other. We are an equal opportunity employer and welcome people of all different backgrounds, experiences, abilities and perspectives.
Handshake Company Values
Students First
Our mission is to democratize access to opportunity and ensure any student can build a great career no matter who they know, where they live or what school they attend. We empathize deeply with our students to increase career opportunities for all.
Focus on Impact
We stay humble and work hard to democratize opportunity for all students. We like to have fun - and we do! - but we?re more focused on making an impact. Yes, of course we have a ping-pong table - it?s just packed away in the closet!
Move Quickly, But Don?t Rush
We believe speed wins, and our operational pace is incredibly fast. Moving quickly while staying aligned requires strategic thought, collaboration, and frequent communication.
Learn. Grow. Repeat.
We embrace a growth mindset, enabling our team to face obstacles with a tenacious desire to turn challenges into opportunities for growth. We are relentlessly curious, working to close the gap between what we currently know and what we need to know to be as effective as possible.
Act with Empathy
We listen closely to understand our users and clients, approach challenges with curiosity, and treat our colleagues and clients with compassion.
Empowered by Diversity
We are building an inclusive & diverse community - both on the Handshake platform and across our team. We believe diverse teams create more thoughtful and innovative solutions and that diverse companies are more successful.
Job Type: Full-time
Required experience:
customer support management: 1 year
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