Job Overview
Location
United States
Job Type
Full-time
Category
Customer Support
Date Posted
July 15, 2026
Full Job Description
đź“‹ Description
- • You aren't answering tickets to just hit a metric, you are the frontline voice that directly shapes our product and user experience.
- • The support team is the foundation that determines whether our users will succeed.
- • You will help shape the future of support by rethinking and influencing how support should operate in the age of AI.
- • You will provide top-tier support to our partners, troubleshoot technical issues, become an expert in our product and AI capabilities, and collaborate closely with our product and engineering teams.
- • 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
- • 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.
- • 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.
- • 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.
- • 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.
- • A fast learner: You pick up new tools, concepts, and workflows quickly, and you thrive in fast-moving, high-energy environments.
- • Startup mindset: You're scrappy, adaptable, and ready to figure things out.
🏖️ Benefits
- • Growth potential: Our team has an outsized impact at a quickly scaling company.
- • Travel perks: Get the chance to attend conferences and meet our users in amazing destinations.
- • 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.
Skills & Technologies
See exactly how your profile matches this role — strengths, skill gaps, and what to do about them.
About Tern Limited
Tern is a leading provider of advanced cybersecurity solutions, specializing in endpoint security and threat intelligence. The company offers a comprehensive platform designed to protect businesses from sophisticated cyber threats, including malware, ransomware, and zero-day exploits. Tern's technology leverages artificial intelligence and machine learning to detect and respond to threats in real-time, ensuring continuous security for endpoints and networks. Their solutions are utilized by organizations across various industries to safeguard sensitive data, maintain operational continuity, and comply with stringent security regulations. Tern is committed to staying ahead of evolving cyber threats through continuous innovation and a deep understanding of the cybersecurity landscape.
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