Remote AI-Driven Support Specialist for Travel Tech

Tern; United States; On-site; USD 65,000 - 85,000; Full time

Benefits offered by this job

Fully remote

Job summary

Tern is seeking a Support Specialist to act as the frontline voice for our travel‑tech platform. You will assist travel advisors via chat and email, troubleshoot issues, and help shape an AI‑driven support workflow.

You will learn our product quickly and become a go‑to expert for customers and internal teams. Join a fully remote team that values customer obsession, proactive enablement, and cross‑functional collaboration.

Qualifications

• Experience with tools used by business owners, accounting teams, or admins who handle payroll, auditing, and reporting.
• Comfort translating technical concepts into clear language for non‑technical users.
• Genuine care for users and direct influence on product development.
• Ability to handle support tickets or create walkthroughs and live training.
• Fast learner who thrives in a fast‑moving startup environment.
• Scrappy, adaptable, detail‑oriented mindset to shift priorities as needed.

Responsibilities

• Represent customer needs within Tern and provide prompt, professional support via chat and email.
• Diagnose and resolve technical problems with clear communication.
• Learn and master the platform to provide valuable feedback to product and engineering teams.
• Create and maintain comprehensive support documentation.
• Collaborate with product and engineering to surface feedback for the roadmap.
• Build and deploy AI/automation-enabled improvements to support processes.

Skills

Accounting tooling

Technical curiosity

Customer obsession

User-facing enablement

Fast learning

Startup mindset

Tools

Intercom

Notion

Slack

Job description

Tern is seeking a Support Specialist to act as the frontline voice for our travel‑tech platform. You will assist travel advisors via chat and email, troubleshoot issues, and help shape an AI‑driven support workflow.

You will learn our product quickly and become a go‑to expert for customers and internal teams. Join a fully remote team that values customer obsession, proactive enablement, and cross‑functional collaboration.