Documentation Specialist, Operations

**We are thrilled to announce Handshake's **$200M **Series F funding round.** At Handshake, we believe that a career opportunity shouldn't be determined by who you know or what you've done. It's about what you can - and will - do. Your future, not your past. Our Series F fundraise and new valuation of $3.5B will fuel our next phase of growth and propel our mission to help more people start, restart, and jumpstart their careers.
Handshake is the #1 place to launch a career with no connections, experience, or luck required. Handshake's community includes 20 million students and young alumni around the world from 1,400 educational institutions, including four-year colleges, community colleges, boot camps, and 290+ minority-serving institutions. The platform connects up-and-coming talent with 650,000+ employers - from Fortune 500 companies like Google, Nike, and Target to thousands of public school districts, healthcare systems, nonprofits, and even sports teams like the LA Dodgers. Handshake is headquartered in San Francisco with offices in Denver, New York, and London and teammates working globally.
- If you are not sure that you're 100% qualified, but up for the challenge - we want you to apply. We believe skills are transferable and passion for our mission goes a long way._

**Your Impact**:
As Support Operations and Documentation Specialist, you will develop, maintain, and Implement tooling, integrations, technology, infrastructure and documentation that supports our growing UK network. Working within Global Support and partnering across the organisation to deliver a word-class customer experience.
You'll work with scalable solutions and processes while nurturing a fun, collaborative culture. You'll work closely with the Head of Education Strategy, as well as the Support Operations Manager and the Documentation Manager, and the Global Support Team, to improve efficiency and quality and contribute to an overall seamless experience for the team, company, and users. You'll also be an example in building and instilling our team culture and values, and elevating support cross functionally. You will have opportunities to take on projects to automate and streamline Support tools and the holistic customer experience, partnering with Global Support to take UK Support to the next level.
**Your Role**:

- You will own and be responsible for maintaining the day-to-day operations and software systems used by Handshake's UK Support team, primarily Zendesk, Calendly and Solvvy, and integrations with internal business processes and tools.
- You will be responsible for regionalising, drafting and maintain technically accurate, inclusive, accessible, well written content for all user types.
- You will build, manage, and maintain internal process documentation to better enable internal stakeholders.
- As we rely on our systems to support and scale the organisation, you will be the backbone and the foundation to our success
**Your Experience**:

- Excellent track record in a Support or Support Operations role.
- History of comprehensive Zendesk solutions for a mid level support team.
- Demonstrated use of SQL knowledge to enhance the reporting of a support team.
- Experience delivering cross-functional projects in a fast paced environment.
- Experience authoring, publishing, and managing online/web content.
- Proven ability to understand and convey complex concepts/information to a variety audience with a wide range of technical aptitude
- Experience working autonomously, requires mínimal guidance, but willing to give, receive, and incorporate feedback.
- Experience prioritising, building trust and relationships in a fast paced and rapid growth environment.
**Bonus Areas of Expertise**:

- Python modeling and Looker dev experience
- Experience using Calendly, Guru, Looker and Screenflow (or other desktop recording and editing software)
- Excellent verbal and written communication skills, elevated level of clarity and simplicity through written and visual forms.

**Benefits**:
**At Handshake, we'll give you the tools to feel healthy, happy and secure.**
- **Stock**: Ownership in a fast-growing company.
- **Hub-Based Remote Work**: Handshakers can enjoy the flexibility of remote work whilst ensuring in-person collaboration, and team experiences remain possible.
- **Financial Management with Origin**:We provide you with a professional financial planner via Origin to gain a better understanding of making the most of your compensation, equity, benefits, and perks.
- **Paid Parental Leave**: All new parents at Handshake (both birth and non-birth giving) are encouraged to take time to focus on their growing family and are eligible for paid family leave. US Handshakers are provided up to 16 weeks of paid family leave for birth-giving parents and 10 weeks for non-birth-giving parents.
- **Mental Health Assistance**:We are here to support you in every step of your mental health journey; our benefits include Employee Assistance Progra