Head of Support

About the role

The Head of Support at Tern is responsible for setting the standard for support operations, education strategy, and the team that executes both. The role serves the entire advisor community, from day one through long-term feature adoption.

Responsibilities

• Own the support operation end to end, including setting the standard for what AI handles vs. what escalates to a human, keeping team first response time under 30 minutes, and holding 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, deploying training content aligned to new and changing capabilities and building the process and structure to make these resources available before advisors have to ask.
• Own the Tern & Learn curriculum, auditing what exists, restructuring it into a sequenced learning path, and tying every milestone to advisor activation metrics and broader company goals.
• Partner with R&D to embed enablement directly in the product, working with the implementation team on agency transitions, creating the resources agencies need to onboard their teams, and owning those advisors at scale once they're live.
• Lead a team of support and education specialists across the US and Philippines, running the weekly cadence, setting team standards, coaching individuals, and building 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 confirmed resolved issues.

Requirements

You've been in the queue and managed the queue. You've learned the management, success metrics, and operations to 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 the 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 just internal teams or enterprise buyers.
• You've designed a live training program (office hours, webinars, cohort sessions) that worked alongside async content rather than substituting for it.

What you have

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 and we're expecting that a traditional support team looks different in the age of AI, so you have the opportunity to define that.

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 and we're expecting that a traditional support team looks different in the age of AI, so you have the opportunity to define that.

What we value

• 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 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.
• 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 and support strategy from the ground up
• Competitive salary, equity, and benefits package