Tern

Customer Support

• Customer Support: Be a champion for our customers, representing their needs within Tern and ensuring their voices are heard by providing prompt, professional, and effective support to travel advisors, resolving issues and ensuring their success with Tern's solutions primarily through chat, email, and 1:1's
• Technical Troubleshooting: Identify, diagnose, and resolve technical problems, providing expert guidance and clear communication
• Product Mastery: You are quick to learn and navigate complex technology platforms, and you enjoy staying ahead of the curve. You'll 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 and engineering to surface relevant feedback on our offerings and ensure customer feedback is incorporated into our roadmap
• Continuous Improvement with AI: Build and deploy ways to enhance our support processes and overall customer experience to be improved, using AI and automation tooling to improve your personal productivity as well as the team’s

Support Specialist

Product Manager

• Own and sequence the net-new supplier integration pipeline against the booking-coverage goal, making the trade-off calls on what ships next
• Run partner technical calls, defining exactly what each integration needs
• Partner tightly with the senior integration engineers to unblock builds and chase partner side issues to the finish when an API doesn't work as documented
• Co-own the booking-coverage number with the supplier GM and partner closely on the supplier sales side
• Turn one-off integrations into reusable interfaces and patterns so each new partner ships faster than the last
• Manage many partners in parallel, sequencing dependencies and delays across a concurrent roadmap

Supplier Integrations Product Lead

• Own the advisor AI Chat experience end to end, shipping enhancements every week.
• Build a real cost-to-value model for AI Chat.
• Build Tern's advisor mobile app from the ground up.
• Own the advisor selling and marketing tools.
• Grow and lead the advisor team through development pushes.
• Live in the advisor feedback community and turn feedback into shipped improvements.
• Do the full PM loop: research, PRDs, weekly-shippable scoping, QA, and rollout.

Advisor Product Lead

Engineer

• Turn slow, manual migration steps into bulk, repeatable operations
• Own and harden the partner-network sync infrastructure
• Build data-quality enforcement
• Automate manual steps that limit throughput

Implementation Tooling Engineer

Data Engineer

• Build and ship the systems behind Tern's AI features
• Build the evaluation systems that answer whether an AI feature is good enough to ship and good enough to keep
• Own data quality as a first-class concern
• Build and maintain the ETL systems
• Work alongside product squads to build reporting

AI, Data Engineer

Customer Success Manager

• Define the agency success motion at Tern from near day 1. Segment the book, set the engagement model, and build the playbook for how we support agencies at scale without losing relationship quality.
• Own post-sale success for agencies above the GMV threshold. Build activation plans at go-live, drive integration adoption, and run structured business reviews tied to growth outcomes.
• Partner with the Implementation team at handoff. Go-live is not the finish line, this role is about fostering the agency relationship long term.
• Partner with the Head of CX on what the playbook should look like- what's working and support enterprise launches as needed alongside the broader agency book of business
• Surface agency friction, workarounds, and feature needs to R&D. You're the voice of the agency in the product cycle and the speed of that feedback loop matters.
• Build scalable touchpoints and systems that work across a range of account sizes and complexity. Use AI to run a high touch motion at a volume that wouldn't be possible otherwise.

Agency Success Manager

Full-stack Engineer

• Ship real engineering work every week
• Accelerate and compound R&D workflows
• Tackle bottlenecks in autonomous throughput
• Train and certify engineers on new workflows
• Treat teaching and building in the open as essential

Staff Engineer, R&D AI Tooling

DevOps Engineer

• Own the migration from Heroku to Google Cloud Platform, architecture, execution, and a cutover that doesn't surprise anyone
• Build and maintain the Postgres core, Fivetran pipeline, BigQuery data layer, and Hex reporting infrastructure
• Optimize the hot paths that matter most: key backend code paths and our heaviest third-party syncs, so performance holds as volume climbs
• Own monitoring, alerting, cost reduction, and proactive scaling: surface problems early, keep spend sane, and stay ahead of growth rather than reacting to it
• Lead incident response and write post-mortems that turn an outage into a permanent fix and a smarter team
• Set the operational bar across engineering and pull others up to it

Site Reliability Engineer

Solutions Engineer

• Own supplier integrations from design through production, including the realities of third-party APIs
• Ship working, tested integration features every week
• Contribute to the abstractions, tooling, and AI-assisted workflows that make each new integration faster than the last
• Watch your integrations in production and catch failures before advisors do

Senior Supplier Integration Engineer

Product Designer

• Own browse, quote, and book end-to-end as we expand into new supplier categories, including lodging and cruise
• Diagnose why advisors aren't adopting today's integrations and fix the UX issues holding them back, so more booking volume flows through Tern
• Design how supplier discovery and quoting work inside Tern's agentic AI by establishing the patterns for browsing and quoting via Chat
• Talk to advisors regularly and bring their real workflows (and their reasons for sticking with supplier portals) into the product
• Partner tightly with the integrations PM and engineers to scope what's technically possible against partner APIs, and sequence toward shippable versions
• Help shape how design works at Tern as the team scales: critique, systems, rituals, and future hires

Senior Product Designer

Financial Planning and Analysis

• Own the financial infrastructure roadmap beyond the host launch: virtual cards, payroll, expense management, multi-currency payments, and accounting system integrations
• Build the compliance and risk foundation Tern needs to operate in the high-risk travel payments spaceShip service fee collection for host agencies, integrated with existing commission and payout flows
• Design and ship the GL layer: invoicing, month-end close and locking, transaction exports, and transaction history views
• Ship membership fee billing for sub-agency agents under host hierarchies
• Shadow the Head of Product on existing commission and payout work for the first six months, taking targeted pieces off her plate as you ramp
• Partner with the Agency engineering squad to extend the existing reconciliation suite to enterprise-scale host workflows

Finance Product Lead

Marketing

• Own the qualified agency lead target: Set the baseline within 60 days, establish the monthly goal in partnership with the Head of Agency Sales, and report on it every month
• Build and instrument the top-of-funnel: Stand up the tracking, attribution, and tooling needed to know what's working and what isn't across paid, earned, email, social, and referral
• Run a weekly experimentation cadence: Ship lead gen experiments on a short cycle- new formats, new audiences, new copy angles. Document what works. Kill what doesn't. Build the playbook as you go.
• Ship at least 2 repeatable, documented campaigns per month: Lead magnets, webinars, partner placements, or similar
• Work closely with the Head of Agency Sales to sharpen the ICP: The funnel isn't just volume, it's quality. You'll refine targeting based on what's actually closing, not just what's clicking.
• Manage a marketing budget across paid, content, and tooling: You decide where it goes, you justify the spend, and you cut what isn't converting
• Stay aligned with events, brand, and product marketing: You're not owning those functions, but your campaigns need to pull in the same direction.
• Be the expert on where agency decision-makers live: LinkedIn, trade publications, peer communities, conferences; you should know the channels better than anyone else on the team and be constantly testing new ones.