Support Specialist

About Tern

Tern is a venture-backed software company dedicated to transforming the $127 billion travel agency industry by empowering small travel businesses with modern technology. Most travel agencies are small enterprises underserved by current tools, and Tern provides a platform that helps travel advisors run efficient, professional, and profitable businesses. This also promotes more intentional and impactful travel experiences for clients, encouraging sustainable tourism.

Role Overview

As a Support Specialist, you will be the frontline voice shaping both the user experience and the future of support at Tern. The role emphasizes providing exceptional customer service with technological support enhanced by AI, allowing you to focus on the aspects where human interaction is most valuable. You will troubleshoot technical issues, gain expertise in Tern’s product and AI capabilities, and partner with product and engineering teams to improve service offerings.

Key Responsibilities

• Deliver prompt, professional, and effective support to travel advisors primarily via chat, email, and one-on-one interactions, ensuring their success on the platform.
• Diagnose and resolve technical problems, offering expert guidance with clear communication.
• Become a subject matter expert of Tern’s products, quickly mastering complex platforms and sharing feedback for continuous improvement.
• Create and update comprehensive support documentation to enable users to self-serve when possible.
• Collaborate across teams to ensure customer feedback directly influences product development.
• Leverage AI and automation tools to enhance support processes and personal productivity continuously.

Candidate Requirements

• Experience or familiarity with accounting, financial, or business administration tools, understanding the needs of business owners, accounting teams, or payroll and reporting processes.
• Technical curiosity with some knowledge or eagerness to learn about APIs, AI, and automation technologies, able to explain technical concepts clearly to non-technical users.
• A strong customer-first mindset with a commitment to deeply understanding users and improving their experience.
• Comfortable engaging with customers both through support channels and instructional sessions like walkthrough videos or live trainings.
• Quick adaptability and ability to thrive in a fast-paced, evolving startup environment.
• A scrappy, detail-oriented approach with willingness to shift priorities as needed.

Preferred Qualifications

• Experience creating support automation workflows, utilizing AI, and developing self-service solutions.
• Background in SaaS customer support, with emphasis on talent and motivation over formal experience.
• Passion for travel and understanding of the travel industry to better connect with customers.

Benefits and Work Environment

• Opportunity for significant growth and impact early in a fast-scaling startup.
• Travel perks including conferences in attractive destinations.
• Fully remote work setup with a collaborative, fast-moving team.
• Work alongside skilled engineers, designers, and operators shaping travel technology.
• Meaningful contribution directly influencing thousands of travel advisors and their clients.
• Dynamic startup environment requiring adaptability and continuous learning.

Additional Information

• This position requires candidates to reside within the United States.
• Preferred experience includes technical support in SaaS, with familiarity with tools like Intercom, Notion, and Slack, and using AI technologies.

Company Values

• Continuous growth and leveling up skills and knowledge.
• Optimistic initiative and curiosity-driven problem solving.
• Operational excellence delivering user value consistently.
• Deep empathy and understanding of user needs.
• Collaborative communication embracing diverse viewpoints.
• Fast-paced progress paired with precision and quality focus.
• Professional but approachable team culture valuing kindness and humility.

Compensation

The salary for this role ranges from $65,000 to $85,000 annually, coupled with equity and benefits.

Equal Opportunity

Tern seeks to build a diverse team and welcomes applications from all backgrounds, encouraging candidates who may not meet every requirement to consider applying.