Fora

Support Specialist

New York City · Part-time

No sponsorship$60k-$90kDetected 22 days ago

Customer SupportZendeskIntercomLeadershipCommunicationProblem SolvingOrganizational Skills

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 working 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.

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)
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
1-2+ years of full-time experience in a customer support, help desk, or operations role, ideally within the tech space
Familiarity with key support metrics such as SLA, CSAT, AHT, and FCR and a track record of meeting or exceeding them

Experience with ticketing platforms (e.g., Intercom, Zendesk)
Strong written and verbal communication skills with a natural ability to empathize with and assist advisors effectively
Bachelor's degree or equivalent work experience
Experience working in fintech or a finance operations role
Independently investigate and resolve advisor inquiries end-to-end, escalating to senior leadership only when required

Compensation for this role varies based on experience, with an indicative range of $60K–$90K + equity.

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.

This listing is sourced directly from Fora's careers page and normalized into a canonical job model.