Fora

Support Operations Specialist, Fora X

New York City · Part-time

No sponsorship$70k-$100kDetected 22 days ago

Account ManagementProcess ImprovementCustomer SuccessZendeskIntercomLeadershipCommunication

About the role

Navigate sensitive, high-stakes advisor situations with care, urgency, and sound judgment - from retention concerns and complex supplier relationships to sensitive client scenarios
Communicate confidently and empathetically via Intercom across all queues - including account operations, finance operations, booking operations, and advisor experience inquiries
Serve as the first line of resolution for Fora X escalations, fully investigating and attempting resolution before routing to senior leadership

Deliver white-glove, highly personalized support to Fora X Advisors - anticipating needs, creating a premium experience, and treating each interaction as relationship-building
Provide live, high-touch support via phone or Zoom when advisors need real-time assistance or when a complex issue requires a personal conversation
Partner closely with the Advisor Experience team to troubleshoot complex escalations - while maintaining clear ownership of resolution and ensuring issues don't stall or get diffused across teams
Maintain and improve macros, SOPs, and internal documentation for Fora X support workflows
Meet and exceed core support metrics (e.g., SLA compliance, CSAT, AHT, FCR)
Develop and maintain deep fluency 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

Experience with ticketing platforms (e.g., Intercom, Zendesk)
Familiarity with BI tools, payment processing systems, or AI chatbots
Bachelor's degree or equivalent work experience
Proficiency in financial operations, including exposure to commissions, payment workflows, or reconciliation processes
Experience contributing to process improvement initiatives, documentation, or operational playbooks

Compensation for this role varies based on experience, with an indicative range of $70K–$100K + 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.
3-5 years of full-time experience in a high-touch customer-facing role - such as customer success, VIP/concierge support, executive support, L3 escalations for premium customers, or enterprise account management

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.

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