Fora is the modern travel agency, empowering anyone with a passion for travel to build a thriving advisory business. We're modernizing the $100B+ travel agency industry by combining powerful 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. At the heart of it all is our mission: 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.
Founded in 2021 by seasoned entrepreneurs, Fora has grown steadily since, expanding to a team of 200+ full-time employees based in downtown New York City. In 2025, we announced our $60 million Series B and C investment rounds, led by Thrive Capital and Insight Partners, with participation by previous investors including Forerunner and Heartcore Capital. We've also 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're building the first truly unified platform for all travel needs—leveraging the best of human expertise and technology to transform how people plan and book travel.
As Fora continues to scale its global advisor community and expand its product offerings, the volume and complexity of support inquiries are increasing. The Support Operations Specialist, Fora X is a newly created role focused on delivering a distinct, high-touch support experience for Fora’s highest-value advisors. This segment represents a meaningful share of company revenue and requires a thoughtful, responsive, and operationally strong approach to support.
This role sits within the Support team and reports to the Support Operations Lead. It partners closely with cross-functional teams including Advisor Experience, Finance, Product Operations, and the broader Support organization. The Support Operations Specialist will own Fora X inquiries end to end, reducing reliance on senior leadership for escalations and ensuring a seamless, high-quality advisor experience.
This is a hands-on, evolving role with the opportunity to define what best-in-class support looks like for Fora X. The ideal candidate is excited to operate at the intersection of support and operations, contributing to both day-to-day execution and longer-term improvements in workflows, tooling, and scalability.
Key Responsibilities- Deliver prompt, accurate, and empathetic support to Fora X Advisors via Intercom across all queues — including account operations, finance operations, booking operations, and advisor experience inquiries.
- Meet and exceed core support metrics (e.g., SLA compliance, CSAT, AHT, FCR).
- Serve as the first line of resolution for Fora X escalations, fully investigating and attempting resolution before routing to senior leadership.
- Partner closely with the Advisor Experience team on high-touch scenarios including retention concerns, sensitive client situations, and complex supplier relationships.
- Provide live, high-touch support via phone or Zoom when advisors need real-time assistance or when complex issues require a personal conversation.
- Flag unresponded Fora X tickets and potential churn risks proactively.
- Maintain and improve macros, SOPs, and internal documentation for Fora X support workflows.
- 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.
- 3-5 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)
- Solid understanding of key support metrics such as SLA, CSAT, AHT, and FCR
- Strong written and verbal communication skills
- Detail-oriented with strong documentation and follow-through habits
- Fast learner who thrives in dynamic, fast-paced environments
- Comfortable being a liaison between high-value advisors and internal stakeholders
- Familiarity with BI tools, payment processing systems, or AI chatbots
- Background in financial operations or the travel industry is a strong plus — particularly comfort with commission structures, payment platforms, or booking systems
- Based in NYC or open to relocation
- Bachelor's degree or equivalent work experience
- Background in financial operations, including exposure to commissions, payment workflows, or reconciliation processes
- Experience contributing to process improvement initiatives, documentation, or operational playbooks
- Exposure to customer experience or analytics tools that inform support strategy and decision-making
Compensation for this role varies based on experience, with an indicative range of $70K–$100K + equity. Final compensation will depend on the level at which the candidate is hired, as we’re considering multiple levels for this role.
- 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 beautiful New York City office (Tribeca/Fidi) with lots of natural light and great views.
We’re forging our own path
Fora has always been about driving 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 we can all go further when we operate together, using our combined leverage to unlock better opportunities and outcomes for our advisors, partners, and travelers.
We believe in technology
We believe technology is an answer to some of the most fundamental challenges the travel industry faces. We believe advancements in AI, bold investments in our platforms, and a world-class data infrastructure will transform the work of our advisors and our partners, while creating better travel experiences for travelers.
We’re here to serve
We operate in service of our community and believe that when they’re empowered to focus on what they do best, we all win. It’s why we relentlessly advocate for our advisors and prioritize their best interest every step of the way.
We mean business
Fora is equal parts fun, meaningful work and serious travel business. We’re unlocking opportunities for thousands of travel entrepreneurs, delivering a stream of high-quality guests at scale for our partners, and providing a superior travel experience for our travelers. It’s a better equation for the future of our industry.
WORK AUTHORIZATION
Authorization to work in the United States is required for full-time roles based in our New York City office. Fora is unable to sponsor or assist with U.S. work authorization. Roles based outside of the United States are not subject to this requirement.
EQUAL OPPORTUNITY
Fora is committed to an equitable hiring process and an inclusive work environment. BIPOC and traditionally underrepresented candidates are strongly encouraged to apply. We will not discriminate and will take action to ensure against discrimination in employment, recruitment, advertisements for employment, compensation, termination, upgrading, promotions, and other conditions of employment against any employee or job applicant on the bases of race, color, gender, national origin, age, religion, creed, disability, veteran's status, sexual orientation, gender identity, gender expression or any other characteristic protected by law.
Fora New York, New York, USA Office
New York, NY, United States, 10013
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