Support Specialist

About Fora Fora is the modern travel agency , empowering anyone with a passion for travel to build a thriving advisory business. We are modernizing the $100B+ travel agency industry by combining technology, data, and community to enable thousands of entrepreneurs to build on our platform. Our business-in-a-box platform gives travel entrepreneurs everything they need to launch and scale, from cutting-edge tools and personalized training to a vibrant community and exclusive industry partnerships. Our mission is to help the next generation of travel entrepreneurs turn their love for travel into a fulfilling career, whether full-time or part-time. We believe that everyone, from seasoned professionals to first-time advisors, can build something both profitable and personal. Fora was founded in 2021 and has grown to a team of 200+ full-time employees based in downtown New York City . In 2025, Fora announced its $60 million Series B and C investment rounds , led by Thrive Capital and Insight Partners , with participation from previous investors including Forerunner and Heartcore Capital . We have been recognized as a LinkedIn Top Startup 2024, Fast Company’s Most Innovative Companies 2025 and 2023, and Built In 2025 Best Places to Work. We are building the first truly unified platform for all travel needs—leveraging human expertise and technology to transform how people plan and book travel. About The Role We’re looking for a Support Specialist to join our growing Product Operations & Support team. This role is designed for someone who thrives on variety — you’ll work across four core support queues, ensuring our advisor community receives fast, accurate, and empathetic help no matter the issue. As a Support Specialist , you’ll develop fluency across booking operations, account operations, finance operations, and advisor experience — handling everything from GDS rate discrepancies and commission inquiries to account changes, training questions, and policy guidance. You’ll be the connective tissue across our support function, able to context-switch between a booking escalation and a certification question without missing a beat. As we scale toward 24×7 global support and expand our product offerings — including AI chatbots and new Portal features — you’ll play a crucial role in ensuring seamless, high-quality support across every touchpoint. This role sits within the Support team and reports to the Senior Manager of Support Operations. It partners closely with cross-functional teams including Product Operations, Advisor Experience, Finance, and the broader Support organization. Key Responsibilities Deliver prompt, accurate, and empathetic support to Fora advisors via Intercom across all support queues Meet and exceed core support metrics (e.g., SLA compliance, CSAT, AHT, FCR) Independently investigate and resolve advisor inquiries end-to-end, escalating to senior leadership only when required Write empathetic, clear messages to advisors — and when needed, compose concise communications to hotels, partners, and internal stakeholders Maintain and improve macros, SOPs, and internal knowledge base articles across all queues to keep pace with evolving products and policies Become fluent in support tools (Intercom, internal BI dashboards, booking and payment systems) Drive initiatives to improve support scalability, including tooling enhancements, AI/chatbot optimization, and process automation Help onboard and mentor new support team members, sharing cross-queue knowledge and best practices Requirements 1–2+ years of full-time experience in a customer support, help desk, or operations role, ideally within the tech space Experience with ticketing platforms (e.g., Intercom, Zendesk) Familiarity with key support metrics such as SLA, CSAT, AHT, and FCR and a track record of meeting or exceeding them Strong written and verbal communication skills with a natural ability to empathize with and assist advisors effectively Detail-oriented with strong follow-through, documentation habits, and organizational skills Fast learner who thrives in dynamic, fast-paced environments Empathetic, collaborative, and solutions-oriented mindset Comfortable navigating technical tools; bonus points for familiarity with BI tools, payment processing systems, or AI chatbots Based in NYC or open to relocation Bachelor\'s degree or equivalent work experience Strongly Preferred Bilingual in Spanish Experience working in fintech or a finance operations role Background in travel industry — particularly comfort with commission structures, payment platforms, or booking systems Exposure to analytics or customer experience tools Compensation and Benefits Compensation for this role varies based on experience, with an indicative range of $60K–$90K + equity. Final compensation will depend on the level at which the candidate is hired, as we’re considering multiple levels for this role. Additional benefits include: Unlimited vacation Health Insurance (including an option completely covered by Fora HQ) Dental & Vision Insurance Wellhub Memberships 401k plan with company match Commuter Benefits Supplemental Life Insurance Stock Options This role is based in our New York City office (Tribeca/Fidi) with lots of natural light and great views. Hiring Process and Privacy Use of AI in our Hiring Process Fora uses an automated employment decision tool (AEDT) offered by Apriora Inc. dba Alex to assist with screening candidates for the Support Specialist role, based in our New York City office. The Alex platform may be used to apply predefined criteria and to conduct an AI-assisted initial interview. The hiring team reviews interview responses, scoring, and subsequent interviews. All final hiring decisions are made by Fora. What the Tool Evaluates The AI-assisted process may assess role-related competencies such as: educational background, credentials, relevant work experience, role-specific skills, and responses to behavioral questions. Alternative Selection Process or Reasonable Accommodation If you prefer not to participate in an AI-assisted interview, or require reasonable accommodation, you may request an alternative selection process. To make a request, contact: View email address on click.appcast.io with the subject line “ Support Specialist Process Request ”. Data & Privacy If you participate in an AI-assisted interview, data may be collected and processed to conduct and evaluate the interview (e.g., transcripts). Interview data is retained in accordance with Fora Travel, Inc.’s data retention policies and applicable laws. The AI platform is operated by Alex, a third-party provider, and your information may be processed per Alex\'s privacy policy. Our Values We’re forging our own path Fora strives to drive change within the industry. We’re not interested in maintaining the status quo. We’re stronger together Community is our cornerstone and collective power is our strength. We believe in technology We believe technology can address fundamental challenges in the travel industry and that AI, platform investments, and data infrastructure will transform the work of our advisors and the experience for travelers. We’re here to serve We operate in service of our community and prioritize advisors\' best interests. We mean business Fora unlocks opportunities for travel entrepreneurs, delivers high-quality guests at scale for partners, and provides a superior travel experience for travelers. Work Authorization Authorization to work in the United States is required for full-time roles based in New York City. Fora cannot sponsor or assist with U.S. work authorization. Roles outside the United States are not subject to this requirement. Equal Opportunity Fora is committed to an equitable hiring process and inclusive environment. We encourage BIPOC and traditionally underrepresented candidates to apply. We will not discriminate in employment on the bases of race, color, gender, national origin, age, religion, creed, disability, veteran\'s status, sexual orientation, gender identity, gender expression, or other protected characteristics. #J-18808-Ljbffr