Support Specialist
About The Position
The support team at Tern is the foundation that determines whether they our advisors and agencies succeed on the platform. Most support orgs at this scale are still reacting and focusing support solely on the queue. More tickets, more headcount, repeat. 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. 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. 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 org 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
Requirements
- Proficiency in accounting or financial tooling: You’ve worked at companies or with technology products built for business owners, accounting teams, or admins who are running processes like payroll, auditing, and reporting for their business. You understand the language and workload of these personas and can apply that knowledge to another industry.
- Technical curiosity and strong communication: While you don't need to be an engineer, familiarity with APIs, AI, and automation tools is a big plus. Even if you don’t know how to use each of these resources, you’re willing and eager to dig in. You can translate technical concepts into easy-to-understand language for non-technical users.
- Customer-obsession: 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.
- 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 deploy the right lever for the right problems to resolve issues quickly and effectively.
- A fast learner: You pick up new tools, concepts, and workflows quickly, and you thrive in fast-moving, high-energy environments. You know how to approach becoming an expert in our product quickly, understanding both the technical and strategic ways advisors use it
- Startup mindset: You're scrappy, adaptable, and ready to figure things out. You thrive on solving problems and are known for your attention to detail. You are comfortable in a fast-paced environment and can easily shift priorities as needed
Nice To Haves
- 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; understanding the travel industry helps you connect with our customers on a deeper level
Responsibilities
- 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
- Identify, diagnose, and resolve technical problems, providing expert guidance and clear communication
- 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
- Create and maintain clear, comprehensive support documentation to help users find answers quickly
- Work closely with product and engineering to surface relevant feedback on our offerings and ensure customer feedback is incorporated into our roadmap
- 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
Benefits
- 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.
- Travel perks: Get the chance to attend conferences and meet our users in amazing destinations (like our user conference we recently had in Bermuda on Virgin Voyages)
- Fully remote: Work from anywhere, with a team that moves fast and supports each other
- Work with the best: Join a team of top-tier engineers, designers, and operators building the future of travel tech
- Make an impact: Your work will directly shape the experience of thousands of travel advisors and their clients
- Be a part of the hustle: Expect to wear multiple hats, learn quickly, and embrace the fast-paced nature of startup life
- Competitive salary, equity, and benefits package
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
