Tern Travel

Role Description Tern has 11,000 travel advisors on the platform today. We'll have 20,000 by year end. The support team is the foundation that determines whether they will succeed on the platform. Most support orgs at this scale are still reacting. More tickets, more headcount, repeat. We're not doing this. AI is embedded into almost every single workflow as a force multiplier for our human team. We need someone to wire it all together. That's this role. What You'll Do - Own the support operation end to end. Set the standard for what AI handles vs. what escalates to a human, keep FRT under 30 minutes, and hold CSAT at 95%+ across both AI and human-resolved tickets. - Build a content production system that keeps pace with Tern's weekly R&D shipping cycle. Training content aligned to new capabilities, not just beginner features, scenario-based, async-first, and available before advisors have to ask. - Own the Tern & Learn curriculum. Audit what exists, restructure it into a sequenced learning path, and tie every milestone to advisor activation metrics- key feature adoption at 30, 60, and 90 days on platform. - Partner with R&D to embed enablement directly in the product. Work with the advisor AI squad to prioritize in-product onboarding flows that meet advisors where they are, for the persona they are, and deliver the right answer at the right time. - Collaborate with the implementation team on agency transitions. Create the resources agencies need to onboard their teams, then own those advisors at scale once they're live. - Lead a team of around 8 support and education specialists across the US and Philippines. Run the weekly cadence, set team standards, coach individuals, and build the playbook they execute every day. - Instrument and own the metrics: FRT, CSAT, AI resolution rate, advisor feature adoption at 30/60/90 days, and actual resolved issues where the advisor didn't abandon their need. Qualifications - You've been in the queue and managed the queue. Whether you started in support and moved into management, or came up through training and had to learn operations along the way, you know both sides and can operate on both when it matters. - Experience building scalable education programs at a B2B SaaS company that sells to SMB or mid-market businesses. You've done this before and have data to show what changed because of it. - Experience optimizing a help center and support operation to drive advisor behavior change, not just answer volume. You measure success by feature adoption and retention, not just deflection rates. - A track record of building measurement into education programs from day one- you know what activation looks like at 30, 60, and 90 days and you build toward it. - People management experience with distributed teams. You can run a 1:1, give hard feedback, develop junior ICs, and hold the team to a standard even when stretched. - Operational instincts. You set metrics, build dashboards, and use data to decide where to focus. - You're genuinely comfortable as both a coach and an individual contributor. You can run a training for an agency, jump into a support queue during a busy stretch, and manage a team- sometimes in the same week, without losing your footing in any of it. Bonus Points - You've worked through a support scaling inflection where volume grew faster than headcount could and you built smarter systems to keep up. - You've partnered with a product or engineering team to get enablement workflows prioritized and shipped inside the product itself. - You've built training content for solo operators or small business owners running their own businesses, not internal teams or enterprise IT buyers. - You've designed a live training program (office hours, webinars, cohort sessions) that worked alongside async content rather than substituting for it. Why This Role is Exciting You've built learning management systems, been in the queue, and scaled the queue. Now you have the chance to take what you know works from a traditional standpoint and supercharge it with AI. Automate what can be automated, meet advisors where they already are, and deploy a human team in the places that actually move the needle. The mission is clear: activate advisors to be self-sufficient at scale. The tools are here. What's missing is the person who knows how to put them together. Why Join Tern? - Be part of a mission-driven team transforming the travel planning space. - Work with a supportive, curious, and creative team. - Influence and shape our user success strategy from the ground up. - Competitive salary, equity, and benefits package. - Tern is committed to building a team that represents people from many different backgrounds and life experiences, reflecting our worldview coinciding with the users and customers we serve across the world.

Role Description Integrations are vital to Tern’s success. This role builds and leads these integrations, setting the patterns the entire team builds on for years. If you want to own the architecture while leading a talented squad shipping the travel industry's most important integrations every single week, come build it with us. Tern's success and growth runs through integrated suppliers. Every supplier integration we add expands what advisors can book without leaving the app, and every integration that runs reliably earns their trust in a way no feature can. You'll lead the integrations squad, the team building net-new bookable inventory: our first cruise integration, our first lodging integration, then every cruise, lodging, and insurance partner we can get. - Own the integration capability end to end: the architecture, patterns, and standard for how a new supplier gets connected, from API design through production. - Ship Tern's first cruise and lodging integrations, the actual code, not just the plan. - Navigate the realities of third-party APIs: undocumented behavior, rate limits, inconsistent data, and partners who change things without warning. - Build abstractions, tooling, and AI-assisted workflows that make each new integration faster than the last. - Partner with and lead a second integration engineer; set the direction for the work and grow into coaching as the team expands. - Watch integrations in production and catch failures before advisors do. - Ship working, tested features every week, broken into the smallest shippable pieces. Qualifications - Track record of personally shipping and owning integrations with external systems and third-party APIs. - Experience at companies built around heavy external-integration work. - You've set the standard on a team through your own code and reviews. - High agency: you've taken ambiguous, under-specified problems and driven them to a working outcome. - Reliability instincts: you think in failure modes, retries, idempotency, and observability by default. - Specific examples of where AI made your integration work faster or better. Requirements - Experience integrating travel industry APIs: GDS, booking systems, supplier data feeds. - Background at a company where the core product was built on external API integrations. - Comfortable in Ruby on Rails or a comparable MVC stack. Benefits - Be part of a mission-driven team transforming the travel planning space. - Work with a supportive, curious, and creative team. - Influence and shape our engineering approach from the ground up. - Competitive salary, equity, and benefits package. Company Description Tern is a venture-backed software company on a mission to reshape the $127B travel agency industry by giving power back to the entrepreneurs who built it. Nearly 98% of travel agencies are small businesses. These businesses have been chronically underserved by technology. We're here to change that. At Tern, we believe in small business. We believe in the power of travel. And we're building the future of both.

PRODUCT LEAD As our second Product Lead at Tern, you’ll join a company that strives to be one of the best-operating R&D organizations in the world. We’re looking for someone who thrives on intensity, ownership, constant growth, and is excited to dive into an early stage, fast growing startup. A few things that make Tern a unique place to work: - Product management is “full stack” - from user research, to product development, to QA, to launching features and communicating with users about them. We believe owning the end to end process leads to better results - you hear pain points directly from users, you work with design and engineering to fix them, and then you make sure the updates you ship actually address what you heard. - We’re user obsessed - we live in our advisor Facebook group and feedback community and jump on multiple research calls every week. We lean into negative feedback with curiosity, and seek to rapidly fix the problems we hear. When we don’t have enough user context we feel it in our bones - and fix it immediately. - Every squad at Tern ships features, engineering improvements, and quality-of-life updates weekly. That cadence is really intense - and incredibly rewarding. Projects have to be well scoped into shippable chunks based on the most important user needs. Testing and documentation has to happen immediately to unblock bug fixing and rollouts. Getting this right is difficult - but allows us to add value for our users and learn something new every single week. - We’re leveling up how we work by integrating AI throughout our product development process - from research and PRD writing, to prototyping, to kicking off PRs for inbound issues ourselves. As a Product Lead, you’ll be expected to lean into these new tools and help us redefine what a next-generation product org looks like. If you feel energized and excited about working in this way, you need to watch our Q1 Launch Webinar, and we'd love to talk to you. WHAT YOU’LL DO - Own a product area or squad end-to-end, shipping valuable user-facing work every single week - Drive product discovery with an obsessive focus on our travel advisors - through user calls, async feedback loops, and using the product yourself - Write exceptionally clear PRDs, slicing initiatives into focused, shippable parts that deliver value fast without overworking the team - Operate as the connective tissue between users, engineering, design, and go-to-market, bringing clarity, context, and ruthless prioritization - Use AI (and help us innovate how we use AI) across research, iteration, planning, and execution - Ensure tight feedback loops and empower teammates to move fast with autonomy and confidence - Constantly level up how we work: from process to quality bar to culture of ownership - Deeply understand and track our product quality - raising the bar proactively, not reactively - Make sure nothing falls through the cracks - we value people who hold it all in their head and notice what others miss WHAT YOU HAVE - Clear thinking under pressure; an ability to simplify chaos and get to the root of the problem - Extreme ownership - you take responsibility for the outcome, not just your part of it - Obsessive attention to detail; you’re the kind of person who notices the edge case no one else brought up - Strong product instincts, with a feel for what great looks like (or hunger to get there) - Excellent communication - crisp writing, contextual thinking, and ability to bring stakeholders along without over-managing - Comfort with pace - we ship weekly and expect product to lead the prioritization and scoping that makes that sustainable - A builder mindset - bias to action, comfort with ambiguity, and hunger to learn and improve rapidly BONUS POINTS - Experience in fintech or travel (especially B2B2C platforms or marketplaces) - Strong familiarity with AI tools (especially prompting, prototyping, or workflows in product) 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 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 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 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 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 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 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. WHY JOIN TERN? - Be part of a mission-driven team transforming the travel planning space - Work with a supportive, curious, and creative team - Influence and shape our user success strategy from the ground up - Competitive salary, equity, and benefits package Tern is committed to building a team that represents people from many different backgrounds and life experiences, reflecting our worldview coinciding with the users and customers we serve across the world. We prefer that you apply, so think of our postings as the start of the conversation. Take the chance — you may be a wonderful add to our Tern team, even if you don’t fully match every requirement on the job description.