Fora
Support Lead, Flights
New York City · Part-time
No sponsorship$90k-$110kDetected 4 days ago
Data VisualizationForecastingExcelLogisticsCustomer SupportIntercomCommunication
About the role
- We're looking for a Flights Support Lead to be the operational backbone of our flight support function, managing day-to-day support queues, proactively identifying and escalating issues, and ensuring our advisors have a seamless, high-quality experience.
- This role sits at the intersection of customer support, flight operations, and partner management.
- It's a great fit for someone who thrives in fast-moving environments and has a passion for building great support experiences.
Responsibilities
- Manage Inbound Support: Own and triage Intercom and Front tickets across all partner channels, ensuring timely and high-quality responses that meet SLAs.
- Ensure Ongoing Quality: Perform regular audits of the emergency phone line and flights inbox to evaluate support quality, identify areas for improvement, and develop targeted trainings to address recurring gaps.
- Maintain Data and Training Sources: Keep our internal information tooling up to date with new information, training updates, and live support resources so advisors always have accurate, real-time guidance.
- Partner Communication: Proactively reach out to partners to flag support trends, recurring issues, or patterns that require attention.
- Webinar Coordination: Set up and manage webinar logistics, including registration instructions and advisor-facing communications.
- Advisor Feedback Monitoring: Monitor the flight partners feedback page, flag negative feedback, and proactively reach out to affected advisors to resolve issues before they escalate.
- Own and triage Intercom and Front tickets across all partner channels, ensuring timely and high-quality responses that meet SLAs.
- Perform regular audits of the emergency phone line and flights inbox to evaluate support quality, identify areas for improvement, and develop targeted trainings to address recurring gaps.
- Keep our internal information tooling up to date with new information, training updates, and live support resources so advisors always have accurate, real-time guidance.
- Proactively reach out to partners to flag support trends, recurring issues, or patterns that require attention.
Requirements
- 5+ years of Sabre or GDS experience, including familiarity with Phase IV exchanges, ARC reconciliations, and NDC content.
- 2+ years of experience in customer support, product operations, or a similar field
- Proficiency in administering ticketing platforms (e.g., Intercom) and a proven track record of improving support operations (e.g., SLA, response time, CSAT)
- Experience creating dashboards, tracking metrics, and forecasting using tools like Excel, Tableau, Omni, or similar BI/analytics tools
Compensation
- Compensation for this role varies based on experience, with an indicative range of $90k–$110k + equity.
Benefits
- Unlimited vacation
- Health Insurance (including an option completely covered by Fora HQ)
- Dental & Vision Insurance
- Commuter Benefits
- Supplemental Life Insurance
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.