Tern

• 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

• 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

• 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.

• Own the advisor mobile app end to end including the native shell, hybrid surfaces, embedded web views, and the Rails APIs behind them • Get a usable app into advisors' hands as soon as possible by shipping working pieces every single week along the way • Build and extend the Rails APIs the app depends on, rather than waiting for someone else to spec them • Iterate on the foundations the team will live with by developing the build and release pipeline, app store process, crash reporting, and on-call for mobile • Establish the hybrid and web-view patterns that two advisor pairs and a new designer can build on • Watch your app in production and catch issues before advisors do

• 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

• 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

• 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.

• Own the support operation end to end. • Set the standard for what AI handles vs. what escalates to a human. • Build a content production system that keeps pace with Tern's weekly R&D shipping cycle. • Own the Tern & Learn curriculum. • Partner with R&D to embed enablement directly in the product. • Collaborate with the implementation team on agency transitions. • Lead a team of support and education specialists across the US and Philippines.

• 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

• 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