AI-Driven Travel Support Specialist

Tern Travel, Inc.; United States; Remote; USD 60,000 - 90,000; Full time

Benefits offered by this job

Fully remote

Travel perks

Conference access

Job summary

Tern Travel, Inc. is seeking a Support Specialist to champion customer success for travel advisors using our SaaS platform. You’ll troubleshoot, learn our product and AI capabilities, and collaborate with product and engineering to drive improvements.

You’ll work remotely from the US, providing top-tier support via chat, email, and 1:1 sessions, shaping how support scales with automation and AI while maintaining a strong human touch for customers.

Qualifications

• Experience in SaaS support and travel industry is a plus.
• Strong communication and ability to translate technical concepts.
• Customer-obsession with a hands-on problem-solving mindset.

Responsibilities

• Provide prompt, professional support to travel advisors via chat, email, and 1:1s.
• Identify, diagnose, and resolve technical problems with clear communication.
• Become a product expert and share feedback with product/engineering.
• Create and maintain clear knowledge bases and docs.
• Collaborate cross-functionally to surface customer feedback into roadmaps.
• Leverage AI/automation to improve processes and customer experience.

Skills

Accounting tooling

APIs & AI familiarity

Customer focus

Communication

Fast learner

Startup mindset

Tools

Intercom

Notion

Slack

AI tools

Job description

Tern Travel, Inc. is seeking a Support Specialist to champion customer success for travel advisors using our SaaS platform. You’ll troubleshoot, learn our product and AI capabilities, and collaborate with product and engineering to drive improvements.

You’ll work remotely from the US, providing top-tier support via chat, email, and 1:1 sessions, shaping how support scales with automation and AI while maintaining a strong human touch for customers.