Support Specialist
$65,000–$85,000 year
Remote
RemoteFull Time$65,000–$85,000 yearStartup
Full TimeStartup
Job Summary
Provide top-tier support to travel advisors by resolving technical issues via chat, email, and 1:1s while becoming an expert in our product and AI capabilities. Diagnose and troubleshoot problems, create comprehensive support documentation, and collaborate with product and engineering teams to surface relevant feedback for the roadmap. Build and deploy AI-driven workflows to enhance support processes and overall customer experience using automation tooling. This role requires physical residence in the US and involves working closely with product teams to influence long-term support operations.
Required Qualifications
- This role requires you to physically reside in the US
- Proficiency in accounting or financial tooling
- Customer-obsession
- A fast learner
- Startup mindset
- Attention to detail
Desired Qualifications
- Familiarity with APIs, AI, and automation tools
- Ability to translate technical concepts into easy-to-understand language for non-technical users
- Prior customer support experience
- Proficiency in support automations
- Experience in SaaS support
- Travel enthusiast
- Experience providing technical support for SaaS applications
- Experience in the travel industry
- Experience with Tern's primary tools: Intercom, Notion, Slack
- Experience utilizing AI
- Experience with Tern
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