Tern Travel - Support Specialist

• Customer-obsession: You genuinely care about making life easier for our users and are committed to learning about our users, product, and team in depth to make that possible. You'll be the frontline voice of our customers- your problem solving and insights will directly influence product development and customer retention • Customer-obsession: • Customer phone calls: You're experienced taking customer phone calls in high-pressure/time-sensitive situations, know how to de-escalate, can multitask to find information • Customer phone calls: • Previous travel industry experience: Whether you've worked for an online travel agency, have been or are a travel advisor • Technical curiosity and strong communication: While you don't need to be an engineer, familiarity with APIs, AI, and automation tools is a big plus. Even if you don’t know how to use each of these resources, you’re willing and eager to dig in. You can translate technical concepts into easy-to-understand language for non-technical users. • Technical curiosity and strong communication: • User-facing enablement: You’re just as comfortable in the queue as you are creating a walk through video or hosting a live 1-1 training to close the ticket. You deploy the right lever for the right problems to resolve issues quickly and effectively. • User-facing enablement: • A fast learner: You pick up new tools, concepts, and workflows quickly, and you thrive in fast-moving, high-energy environments. You know how to approach becoming an expert in our product quickly, understanding both the technical and strategic ways advisors use it. • A fast learner: • Startup mindset: You're scrappy, adaptable, and ready to figure things out. You thrive on solving problems and are known for your attention to detail. You are comfortable in a fast-paced environment and can easily shift priorities as needed. • Startup mindset: • NICE-TO-HAVE • Travel enthusiast: A love for travel is a plus; understanding the travel industry helps you connect with our customers on a deeper level. Having professional experience in the industry is a huge plus. • Travel enthusiast: • Proficiency in support automations: You have the reps and excitement to build smarter workflows, leverage AI, and create self-service solutions to make support faster and more efficient • Proficiency in support automations: • Experience in SaaS support: Prior customer support experience is preferred, but we care more about raw talent and drive than years of experience. • Experience providing technical or phone support for SaaS applications, preferably experience with Tern • Experience with Tern's primary tools: Intercom, Notion, Slack • WHAT WE VALUE @ TERN • 🌱 We're always leveling up. Whether you're deepening your craft, learning from a teammate, or embracing a new challenge, growth is core to our identity. • 🌱 We're always leveling up. • 🧭 We act with optimistic agency. We take initiative, seek clarity, and move forward, even when the path isn't obvious. Through every peak and valley, we lead with curiosity, laughter, kindness, and resolve. • 🧭 We act with optimistic agency. • 💪 We expect operational excellence. We ship value to our users every single week. We believe that compounding habits lead to sustainable productivity, consistency, and mutual trust. • Operating Principles: • 👂 We deeply understand our users. At every level of the organization, we obsess about understanding those we serve and the industry we operate in. • 👂 We deeply understand our users. • ➕ We embrace the power of and, and not now. We challenge trade-offs by asking better questions. We break hard problems into small pieces and tackle them with intention. We also know to make the hard call to say "not right now". • ➕ We embrace the power of and, and not now. • 📣 We speak up and move forward. Everyone at Tern has a voice and a responsibility to use it. We invite healthy tension, share dissenting views early, and challenge each other with curiosity, not ego. • 📣 We speak up and move forward. • 🏃‍♀️‍➡️ We move fast and sweat the details. Velocity matters and relentless progress beats perfection every time. But speed isn't chaos: we stay aligned, own our outcomes, and care deeply about quality. • 🏃‍♀️‍➡️ We move fast and sweat the details. • 🤣 We take the work seriously, but not ourselves. We hire kind, driven people who elevate the room. If you've got a big ego or take yourself too seriously, you won't last. • 🤣 We take the work seriously, but not ourselves.