Tern
Head of Support
United States
Sponsorship not specifiedDetected 47 days ago
Customer SupportCadenceLeadership
About the role
- And, with AI supporting majority of our customer service volume, our expert team of ICs can be deployed elsewhere where the human touch really matters.
- Nearly 98% of travel agencies are small businesses.
- These businesses have been chronically underserved by technology.
Responsibilities
- Build a content production system that keeps pace with Tern's weekly R&D shipping cycle. Deploy training content aligned to new and changing capabilities and build the process and structure to make these resources t available before advisors have to ask.
- Partner with R&D to embed enablement directly in the product. Work with team to prioritize in-product onboarding flows that meet advisors where they are, for the persona they are, and deliver the right answer at the right time.
- Collaborate with the implementation team on agency transitions. Create the resources agencies need to onboard their teams, then own those advisors at scale once they're live.
- Instrument and own the metrics: FRT, CSAT, AI resolution rate, advisor feature adoption at 30/60/90 days, and confirmed resolved issues.
- Experience optimizing a help center and support operation to drive advisor behavior change, not just answer volume. You measure success by feature adoption and retention, not just deflection rates.
- Operational instincts. You set metrics, build dashboards, and use data to decide where to focus.
- Own the support operation end to end.
- You've worked through a support scaling inflection where volume grew faster than headcount could and you built smarter systems to keep up.
- You've built training content for solo operators or small business owners running their own businesses, not just internal teams or enterprise buyers.
- You've designed a live training program (office hours, webinars, cohort sessions) that worked alongside async content rather than substituting for it.
Requirements
- People management experience with distributed teams.
Compensation
- Competitive salary, equity, and benefits package
Benefits
- Experience building scalable education programs at a B2B SaaS company that sells to SMB or mid-market businesses.
- A track record of building measurement into education programs from day one.
- Competitive salary, equity, and benefits package
- The vision is real-time responses to customers in near 100% of cases.
- Audit what exists, restructure it into a sequenced learning path, and tie every milestone to advisor activation metrics and broader company goals.
- Lead a team of support and education specialists across the US and Philippines.
- Whether you're deepening your craft, learning from a teammate, or embracing a new challenge, growth is core to our identity.
Company info
- Be part of a mission-driven team transforming the travel planning space
This listing is sourced directly from Tern's careers page and normalized into a canonical job model.