Head of Support

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Tern

WebsiteLinkedInAll Job Openings

11 - 50 employees

💼 Consulting

📦 Logistics

📣 Marketing

Consulting • Logistics • Marketing

Tern is a company focused on providing flexible cards and accessible fintech tools designed to increase revenue and streamline processes for businesses and enterprises. They offer a variety of embedded banking solutions such as virtual and physical prepaid cards, bank transfers, cross-border transactions, and compliance support. Tern's platform is equipped with low code/no code solutions, APIs, and intelligent data analytics, making it user-friendly and efficient for companies looking to quickly launch financial products. With a goal to democratize fintech services, Tern aims to make these tools available to a broad audience, breaking down barriers and fostering innovation in the financial technology space.

📋 Description

• 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.

🎯 Requirements

• Experience building scalable education programs at a B2B SaaS company that sells to SMB or mid-market businesses. • Operational instincts. You set metrics, build dashboards, and use data to decide where to focus. • 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. • 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. • You've worked through a support scaling inflection where volume grew faster than headcount could and you built smarter systems to keep up.

🏖️ Benefits

• Competitive salary, equity, and benefits package