You aren't answering tickets or calls 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. ABOUT TERN 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. These businesses have been chronically underserved by technology. We're here to change that. 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. But the impact goes beyond business. Travel advisors help clients move more intentionally through the world. When a traveler works with an advisor, they're more likely to avoid overtouristed hotspots and more likely to spend their dollars in places where they can do real good. That's the kind of travel we want more of. At Tern, we believe in small business. We believe in the power of travel. And we're building the future of both. Support Specialist The support team at Tern is the foundation that determines whether 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 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 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. Tern is moving to a 24/7 support model as our global user base grows. This role could include shifts outside of standard business hours, including evenings and weekends. We'll share specific schedule expectations during the interview process. WHAT YOU'LL DO • 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, phone, email, and 1:1's. • Technical Troubleshooting: Identify, diagnose, and resolve technical problems, providing expert guidance and clear communication • Product Mastery: 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. • Knowledge Sharing: Create and maintain clear, comprehensive support documentation to help users find answers quickly • Cross-Functional Collaboration: Work closely with product and engineering to surface relevant feedback on our offerings and ensure customer feedback is incorporated into our roadmap • 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 WHAT YOU HAVE • 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 • Customer phone calls: You're experienced taking customer phone calls in high-pressure/time-sensitive situations, know how to de-escalate, can multitask to find information • Previous travel industry experience: Whether you've worked for an online travel agency, have been or are a travel advisor • 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. • 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-HAVE • Travel enthusiast: A love for travel is a plus; understanding the travel industry helps you connect with our customers on a deeper level. Having professional experience in the industry is a huge plus. • 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 effi