Tern
Support Specialist
United States
Sponsorship not specifiedDetected 7 days ago
AccountingAuditingCustomer SupportIntercomCommunicationCollaborationProblem SolvingAdaptability
About the role
- If this sounds like you, we'd love to talk.
- Nearly 98% of travel agencies are small businesses.
Responsibilities
- Knowledge Sharing: Create and maintain clear, comprehensive support documentation to help users find answers quickly
- Continuous Improvement with AI: Build and deploy ways to enhance our support processes and overall customer experience to be improved, using AI and automation tooling to improve your personal productivity as well as the team's
- 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.
- And we're building the future of both.
- Most support orgs at this scale are still reacting and focusing support solely on the queue.
- Work with the best: Join a team of top-tier engineers, designers, and operators building the future of travel tech
- Through every peak and valley, we lead with curiosity, laughter, kindness, and resolve.
- We believe that compounding habits lead to sustainable productivity, consistency, and mutual trust.
Requirements
- Product Mastery: You are quick to learn and navigate complex technology platforms, and you enjoy staying ahead of the curve.
- User-facing enablement: You're just as comfortable in the queue as you are creating a walk through video or hosting a live 1-1 training to close the ticket.
- You are comfortable in a fast-paced environment and can easily shift priorities as needed
- You aren't answering tickets to just hit a metric, you are the frontline voice that directly shapes our product and user experience.
Nice to have
- Proficiency in support automations: You have the reps and excitement to build smarter workflows, leverage AI, and create self-service solutions to make support faster and more efficient
- Experience in SaaS support: Prior customer support experience is preferred, but we care more about raw talent and drive than years of experience.
- Travel enthusiast: A love for travel is a plus
- Growth potential: Our team has an outsized impact at a quickly scaling company.
- This is your chance to get in early, grow fast, and learn.
- Make an impact: Your work will directly shape the experience of thousands of travel advisors and their clients
- Experience providing technical support for SaaS applications, preferably experience with Tern
- Experience in the travel industry
Skills
- Experience utilizing AI
- You know how to approach becoming an expert in our product quickly, understanding both the technical and strategic ways advisors use it
Compensation
- Competitive salary, equity, and benefits package
Benefits
- Whether you're deepening your craft, learning from a teammate, or embracing a new challenge, growth is core to our identity.
Company info
- You are quick to learn and navigate complex technology platforms, and you enjoy staying ahead of the curve.
- You'll become a Tern product expert, using your knowledge to assist customers and provide valuable feedback to our internal teams
- You genuinely care about making life easier for our users and are committed to learning about our users, product, and team in depth to make that possible. you'll be the frontline voice of our customers-your problem solving and insights will directly influence product development and customer retention.
- Our team has an outsized impact at a quickly scaling company.
- Customer Support: Be a champion for our customers, representing their needs within Tern and ensuring their voices are heard by providing prompt, professional, and effective support to travel advisors, resolving issues and ensuring their success with Tern's solutions primarily through chat, email, and 1:1's
- 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.
- 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.
- The support team at Tern is the foundation that determines whether they our advisors and agencies succeed on the platform.
- Be a part of the hustle: Expect to wear multiple hats, learn quickly, and embrace the fast-paced nature of startup life
This listing is sourced directly from Tern's careers page and normalized into a canonical job model.