Job Opportunities API

You aren't answering tickets 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 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 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, 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 - 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