Support Specialist

Are you ready to be a part of a revolution in the travel industry? Tern is looking for passionate and dedicated individuals to join our team and help us redefine how travel agencies and advisors operate in the digital age.

As a Support Specialist at Tern, you will be at the forefront of our mission to empower travel advisors with innovative technology, making their work more efficient and their impact more significant. In this dynamic role, you will provide top-tier support to our partners, troubleshoot technical issues, and collaborate closely with our product and engineering teams. If you're excited to work in a fast-paced environment, love solving problems, and are eager to be a part of a team that's changing the travel industry forever, then this is the opportunity for you.

What You’ll Do: Support and empower travel advisors as they modernize their operations with Tern’s cutting-edge technology. You’ll be the go-to expert on our platform, ensuring our customers receive the best support and guidance.

• Customer Support: Provide prompt, professional, and effective support to travel advisors, resolving issues and ensuring their success with Tern’s solutions.
• Technical Troubleshooting: Identify, diagnose, and resolve technical problems, providing expert guidance and clear communication.
• Product Mastery: 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, engineering, and sales teams to improve our offerings and ensure customer feedback is incorporated into our roadmap.
• Continuous Improvement: Look for ways to enhance our support processes and overall customer experience.
• Customer Advocacy: Be a champion for our customers, representing their needs within Tern and ensuring their voices are heard.

Who You Are: You’re passionate about customer service and eager to be a part of something transformative.

• Tech-Savvy: You are quick to learn and navigate complex technology platforms, and you enjoy staying ahead of the curve. Experience providing technical support for SaaS applications is a bonus.
• Problem Solver: You thrive on solving problems and are known for your attention to detail.
• Customer-Centric: You have a genuine passion for helping customers and delivering exceptional service.
• Travel Enthusiast: A love for travel is a plus; understanding the travel industry helps you connect with our customers on a deeper level. Bonus points for experience in the travel industry.
• Adaptable: You are comfortable in a fast-paced environment and can easily shift priorities as needed.
• Strong Communicator: You can translate technical concepts into easy-to-understand language for non-technical users.

What We Offer:

• Remote Flexibility: Work from anywhere while being part of a cohesive, remote-first team.
• Career Growth: Be part of a growing startup with opportunities for personal and professional development.
• Collaborative Culture: Join a team that values innovation, creativity, and mutual support.
• Comprehensive Benefits: Competitive salary, benefits package, and meaningful equity in a venture-backed startup.
• Inspiring Mission: Work in one of the most exciting industries, helping shape the future of travel.

What We Value:

• Pursuit of Growth: We are always learning and improving, committed to pushing the boundaries of what’s possible.
• Optimistic Agency: We approach challenges with a can-do attitude, always staying positive and solution-oriented.
• Ambition for Excellence: We aim to build extraordinary products and experiences, both for our customers and our team.

Operating Principles:

• User-Centric Focus: Our users are at the heart of everything we do. We listen, understand, and build with their needs in mind.
• The Power of “And”: We seek to achieve both speed and quality, optimizing to deliver exceptional results without compromise.
• Obligation to Dissent: We value diverse opinions and encourage team members to speak up, ensuring the best ideas come to the forefront.
• Executional Excellence: We pride ourselves on delivering at a pace that exceeds customer expectations and sets us apart from the competition.
• Servant Leadership: We lead by example, putting our team and customers first and fostering a culture of humility and respect.

If you're ready to make a meaningful impact and be a part of our exciting journey, we'd love to hear from you! Apply now and help us shape the future of travel.