Fora
Booking Operations Support Lead
New York City · Part-time
No sponsorship$70k-$100kDetected 22 days ago
Process ImprovementCustomer SupportZendeskIntercomLeadershipCommunicationMentoringOrganizational Skills
About the role
- Serve as the primary escalation point for all booking operations inquiries, independently investigating and resolving complex issues end-to-end
- Communicate directly with hotels via phone and written alerts to resolve reservation issues, missing or mismatched rates, and promotions not reflected on the portal
- Search logs and run queries to extract rate information and identify discrepancies affecting bookings
Responsibilities
- Deliver prompt, accurate, and empathetic support to Fora advisors via Intercom, with deep expertise in booking operations
- Meet and exceed core support metrics (SLA, CSAT, AHT, FCR) both personally and across the team you oversee
- Develop deep expertise in Fora's booking systems, GDS integrations, and supplier relationships to serve as the internal subject matter expert
- Surface systemic issues and trends to cross-functional partners in Product, Engineering, and Finance - driving upstream fixes that reduce support volume over time
- Maintain and improve macros, SOPs, and internal knowledge base articles to keep pace with evolving products and policies
- Drive initiatives to improve support scalability, including tooling enhancements, AI/chatbot optimization, and process automation
- Onboard and mentor new support team members, sharing cross-queue knowledge and best practices
- 3-5+ years in customer support, help desk, or operations - ideally in tech or travel - with at least 1-2 years in a lead or senior IC capacity
- We're forging our own path
- 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.
Requirements
- Proficiency with ticketing platforms (e.g., Intercom, Zendesk) and fluency in core support metrics (SLA, CSAT, AHT, FCR)
- Strong written and verbal communication skills with a natural ability to empathize with advisors
- Bachelor's degree or equivalent work experience
- Experience contributing to process improvement initiatives, documentation, or operational playbooks
- Authorization to work in the United States is required for full-time roles based in our New York City office.
Nice to have
- Strongly Preferred
Compensation
- 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.
Benefits
- Manage and develop a distributed, global contractor support team - setting clear expectations, maintaining quality standards, and ensuring adequate coverage
- Additional benefits include:
Company info
- 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 2026, we announced our $60 million Series D investment round, led by Forerunner and Tactile Ventures, with continued participation from existing investors Thrive Capital, Insight Partners, and Heartcore Capital.
- We've also been recognized as a LinkedIn Top Startup 2024, Fast Company's Most Innovative Companies 2025 and 2023, and we were most recently recognized as one of the TIME100 Most Influential Companies 2026.
- 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.
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.
Visa & Work Authorization
- Fora is unable to sponsor or assist with U.S. work authorization.
This listing is sourced directly from Fora's careers page and normalized into a canonical job model.