Support Specialist

Tern

Customer Support Specialist at Tern, supports travel advisors with innovative technology and enhances user experience through AI-driven solutions. Work remotely while having a direct impact on the travel industry.

Posted 7/15/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $65,000 - $85,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer support and technical troubleshooting, with a strong focus on product mastery and knowledge sharing. Proficient in using AI and automation tools to enhance customer experience and support processes.

Highest-signal resume keywords

Customer SupportTechnical TroubleshootingProduct MasteryAI and Automation ToolsCross-Functional Collaboration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Proficiency in Accounting ToolsFamiliarity with APIsTechnical TroubleshootingProduct KnowledgeSupport Documentation

Soft Skills

Strong CommunicationCustomer-ObsessionFast LearnerProblem SolvingAdaptability

Tools & Technologies

AI ToolsAutomation ToolsFinancial ToolingTechnology Platforms

Industry Keywords

Customer ExperienceTravel AdvisorsBusiness OwnersPayrollAuditing

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

Proficiency in accounting or financial tooling: You’ve worked at companies or with technology products built for business owners, accounting teams, or admins who are running processes like payroll, auditing, and reporting for their business. You understand the language and workload of these personas and can apply that knowledge to another industry.
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.
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.
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.
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
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.

Benefits

Comp & perks

Growth potential: Our team has an outsized impact at a quickly scaling company. This is your chance to get in early, grow fast, and learn.
Travel perks: Get the chance to attend conferences and meet our users in amazing destinations (like our user conference we recently had in Bermuda on Virgin Voyages)
Fully remote: Work from anywhere, with a team that moves fast and supports each other
Work with the best: Join a team of top-tier engineers, designers, and operators building the future of travel tech
Make an impact: Your work will directly shape the experience of thousands of travel advisors and their clients
Be a part of the hustle: Expect to wear multiple hats, learn quickly, and embrace the fast-paced nature of startup life