About Tern
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. Our platform helps travel advisors run more efficient, professional, and profitable operations—giving them the modern infrastructure they need to lead the next chapter of travel.
But the impact goes beyond business. Travel advisors help clients move more intentionally through the world. When a traveler works with an advisor, they’re more likely to avoid overtouristed hotspots and more likely to spend their dollars in places where they can do real good. That’s the kind of travel we want more of.
At Tern, we believe in small business. We believe in the power of travel. And we’re building the future of both.
The Role
As the Training & Education Lead, you’ll be responsible for building, owning, and evolving Tern’s education and enablement strategy. You’ll develop high-quality training content and programs that help users understand and maximize the value of the Tern platform. You’ll partner closely with customer-facing teams, product, and marketing to deliver a best-in-class onboarding and education experience that drives adoption, satisfaction, and long-term success.
If there’s one thing we’ve learned, it’s that onboarding and training is the key to retention. Switching costs are high in the travel industry. The faster we can unlock someone’s understanding of our product, the faster they are able to sell more travel and grow their travel business. This role directly enables the travel entrepreneur and we’re looking for someone who understands the impact that training and education can have on a user’s overall experience and longterm success. We’re looking for the unicorn that can own the entirety of the training and education stack across multiple education channels.
What You’ll Do
- Design and execute scalable training and education programs tailored to different user segments and learning styles (e.g., self-paced, live sessions, certifications)
- Create and maintain engaging learning content including tutorials, videos, webinars, help articles, onboarding sequences, and knowledge base assets
- Partner with Customer Success, Sales, and Product teams to identify user knowledge gaps and proactively deliver solutions
- Monitor training effectiveness through feedback loops, engagement metrics, and product adoption data
- Lead live training sessions for new travel agency customers, power users, and internal team members as needed
- Manage and expand the Tern Expert training ambassador program
- Build and manage a user education hub or LMS (learning management system) to centralize resources and learning paths
- Stay informed of product updates and continuously evolve training materials to reflect new features or best practices
- Own, establish, and evolve our Learning Management System
- Collaborate with the product marketing team to support feature launches with training assets
What We’re Looking For
- 3+ years of experience in training, education, and customer enablement, within a SaaS or tech environment
- Proven ability to own the entire stack: everything from instructional design, to content creation, to LMS management
- Strong track record of managing across multiple channels – LMS, in-app education, events, webinars, ambassador programs, etc
- Proven ability to build educational content and programs from the ground up
- Strong instructional design skills and a keen understanding of adult learning principles
- Excellent verbal and written communication, with a talent for making complex concepts clear and engaging
- Empathy for users and a desire to help others succeed
- A strong familiarity and POV on standing up and evaluating an LMS – you have pattern recognition over the LMS market and can identity the opportunities within
- Familiarity with internal support tools (e.g. Intercom) sand how that intersects with overall training strategy
- A collaborative mindset, with experience partnering across teams to achieve shared goals
Bonus Points
- Experience working with travel technology or B2B platforms
- Background in curriculum development or certification programs
- Passion for design and user experience in educational content
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
