[Hiring] Support Specialist @Tern Travel

Role Description

You aren't answering tickets to just hit a metric; you are the frontline voice that directly shapes our product and user experience. The support team is the foundation that determines whether our users will succeed. You will help shape the future of support by rethinking and influencing how support should operate in the age of AI. If this sounds like you, we'd love to talk.

The support team at Tern is the foundation that determines whether our advisors and agencies succeed on the platform. Most support organizations at this scale are still reacting and focusing support solely on the queue. Tern is different. AI is embedded into almost every single workflow as a force multiplier for our human team, and it's most critical on the support function. With AI supporting the majority of our customer service volume, our expert team of ICs can be deployed elsewhere where the human touch really matters. If you’re looking to be at the forefront of our mission to empower travel advisors with innovative technology, making their work more efficient and their impact more significant, and equally help define what our support organization will look like long term, this role is for you.

You will provide top-tier support to our partners, troubleshoot technical issues, become an expert in our product and AI capabilities, and collaborate closely with our product and engineering teams.

This role requires you to physically reside in the US.

Qualifications

• Proficiency in accounting or financial tooling.
• Technical curiosity and strong communication.
• Customer-obsession.
• User-facing enablement.
• A fast learner.
• Startup mindset.

Requirements

• Proficiency in support automations (nice-to-have).
• Experience in SaaS support (preferred but not required).
• Travel enthusiast (a love for travel is a plus).

Benefits

• Growth potential.
• Travel perks.
• Fully remote work.
• Work with the best.
• Make an impact.
• Be a part of the hustle.

Company Description

Tern is a venture-backed software company on a mission to reshape the $127B travel agency industry by giving power back to the entrepreneurs who built it. Nearly 98% of travel agencies are small businesses that have been chronically underserved by technology. Our platform helps travel advisors run more efficient, professional, and profitable operations—giving them the modern infrastructure they need to lead the next chapter of travel.

At Tern, we believe in small business. We believe in the power of travel. And we're building the future of both.