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Support Specialist

TernUnited StatesSupport, Success, & Training
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Salary
$55K - $75K USD
Job type
Full-time
Work mode
Remote
Posted
15 Jul 2026
Status
Open · checked 7d ago

About this role

Role Overview

The Support Specialist role at Tern is a remote position based in the United States offering a salary between $55,000 and $75,000 per year. This position is ideal for a customer-focused professional who wants to shape the future of support using modern AI tools while empowering travel advisors.

Key Responsibilities

Provide top-tier support to partners and travel advisors primarily through chat, phone, email, and one-on-one sessions.
Identify, diagnose, and resolve technical problems while offering expert guidance and clear communication.
Create and maintain clear, comprehensive support documentation so users can find answers quickly.
Collaborate closely with product and engineering teams to surface user feedback and ensure it is incorporated into the roadmap.
Build and deploy ways to enhance support processes and overall customer experience using AI and automation tooling.

Requirements

Customer-obsession with a genuine commitment to making life easier for users and influencing product development.
Experience taking customer phone calls in high-pressure or time-sensitive situations with strong de-escalation and multitasking skills.
Technical curiosity and strong communication skills, with a willingness to learn about APIs, AI, and automation tools.
Comfort with user-facing enablement, whether working in a support queue, creating walkthrough videos, or hosting live training sessions.
Fast learner who can pick up new tools, concepts, and workflows quickly in a fast-moving, high-energy environment.
Startup mindset that is scrappy, adaptable, and detail-oriented.

Nice to Have

A love for travel and professional experience in the travel industry, such as working for an online travel agency or as a travel advisor.
Proficiency in support automations, building smarter workflows, and creating self-service solutions.
Prior customer support experience, preferably in SaaS support.
Experience utilizing tools like Intercom, Notion, and Slack.

Skills and Tools

Customer support across chat, phone, email, and one-on-one meetings
Technical troubleshooting and API familiarity
AI and automation tools for productivity and workflow enhancement
Documentation creation and video walkthrough production
Intercom, Notion, and Slack

Salary and Benefits

Annual salary range of $55,000 to $75,000 in USD
Growth potential and outsized impact at a quickly scaling company
Travel perks including attendance at conferences and user meetups
Fully remote work environment
Competitive salary, equity, and benefits package

About the Company

Tern is a venture-backed software company dedicated to reshaping the travel agency industry by providing modern infrastructure to small business travel advisors. The company builds platform solutions that help advisors run efficient, professional, and profitable operations while encouraging intentional and sustainable travel choices. Tern values growth, optimistic agency, operational excellence, and teamwork.

How to Apply

Interested candidates should visit the official Tern careers page to submit an application and start the conversation.

Questions candidates ask

Is this job fully remote?

Yes, this is a fully remote position based in the United States.

What is the salary range for the Support Specialist role?

The salary ranges from $55,000 to $75,000 per year in USD.

What are the working hours for this position?

Tern is transitioning to a 24/7 support model, which may include shifts outside of standard business hours such as evenings and weekends.

What tools will I use in this role?

The role utilizes tools such as Intercom, Notion, Slack, along with various AI and automation tooling.

Do I need previous travel industry experience to apply?

While travel industry experience or a background as a travel advisor is considered a major plus, it is listed as a nice-to-have rather than a strict requirement.

Ready to apply?

The application is on the official Tern careers page.

Apply on company site