AI-Powered Support Specialist (SaaS, Remote US)

Tern Travel; United States; On-site; USD 55,000 - 85,000; Full time

Benefits offered by this job

Fully remote

Travel conference perks

Job summary

Tern is hiring a Support Specialist in the United States to empower travel advisors with expert help, troubleshoot issues, and become a product expert across our platform. Youll work closely with product and engineering while creating clear guidance for users and leveraging AI to improve processes.

You will be a fast learner in a startup, comfortable with ambiguity, and focused on customer success and operational excellence.

Qualifications

• Experience with business-owner or admin-focused software and workflows.
• Comfort translating technical concepts for non-technical users.
• Strong customer-centric approach and problem solving.
• Ability to create clear enablement content and guides.
• Ability to learn new tools quickly in a fast-paced startup.

Responsibilities

• Provide top-tier support to travel advisor partners via chat, email, and 1:1 sessions.
• Troubleshoot technical issues and become a product expert.
• Collaborate with product and engineering to capture feedback for the roadmap.
• Create and maintain clear support documentation for users.
• Use AI and automation to improve support processes and productivity.
• Help shape the future of Tern's support organization.

Skills

Accounting tooling

Technical curiosity

Customer-obsession

User-facing enablement

Fast learner

Startup mindset

Tools

APIs

AI

Automation tools

Job description

Tern is hiring a Support Specialist in the United States to empower travel advisors with expert help, troubleshoot issues, and become a product expert across our platform. Youll work closely with product and engineering while creating clear guidance for users and leveraging AI to improve processes.

You will be a fast learner in a startup, comfortable with ambiguity, and focused on customer success and operational excellence.