Remote Support Specialist: AI-Driven Travel SaaS

Tern; United States; On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Fully remote

Travel conferences & events

Competitive salary, equity & benefits

Job summary

Tern is a venture-backed software company transforming the travel agency tech landscape. We empower travel advisors with AI-enabled tools to run more efficient and profitable operations.

The Support Specialist will deliver top-tier onboarding and ongoing support to our partners, troubleshoot issues, and collaborate with product and engineering to improve the platform. This role requires US residency and offers fully remote work.

Qualifications

• Experience with business tooling for owners, payroll, audits or reporting.
• Comfort with APIs, AI and automation; able to translate tech for non-technical users.
• Genuine passion for helping users and improving product.
• Ability to create walk-throughs or train users, plus respond in a timely manner.
• Fast learner who thrives in a fast-moving startup environment.
• Scrappy, adaptable, detail-oriented with strong prioritization skills.

Responsibilities

• Provide top-tier customer support via chat, email, and 1:1 interactions.
• Identify, diagnose, and resolve technical issues for partners.
• Become a product expert and relay feedback to product/engineering.
• Create and maintain clear support docs to help users.
• Collaborate with product and engineering to feed customer insights into roadmap.
• Develop AI-assisted processes to improve support efficiency.

Skills

Accounting tooling

APIs & AI

Customer obsession

User enablement

Fast learner

Startup mindset

Tools

Intercom

Notion

Slack

Job description

Tern is a venture-backed software company transforming the travel agency tech landscape. We empower travel advisors with AI-enabled tools to run more efficient and profitable operations.

The Support Specialist will deliver top-tier onboarding and ongoing support to our partners, troubleshoot issues, and collaborate with product and engineering to improve the platform. This role requires US residency and offers fully remote work.