Support Specialist

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. This role sits within the Support team and reports to the Senior Manager of Support Operations. It partners closely with cross-functional teams including Product Operations, Advisor Experience, Finance, and the broader Support organization.

Responsibilities

• 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)
• Independently investigate and resolve advisor inquiries end-to-end, escalating to senior leadership only when required
• 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

Requirements

• 1-2+ 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)
• Familiarity with key support metrics such as SLA, CSAT, AHT, and FCR and a track record of meeting or exceeding them
• Strong written and verbal communication skills with a natural ability to empathize with and assist advisors effectively
• Detail-oriented with strong follow-through, documentation habits, and organizational skills
• Fast learner who thrives in dynamic, fast-paced environments
• Empathetic, collaborative, and solutions-oriented mindset
• Comfortable navigating technical tools and platforms; bonus points for familiarity with BI tools, payment processing systems, or AI chatbots
• Based in NYC or open to relocation
• Bachelor's degree or equivalent work experience
• Strongly Preferred
• Bilingual in Spanish
• Experience working in fintech or a finance operations role
• Background in travel industry - particularly comfort with commission structures, payment platforms, or booking systems
• Exposure to analytics or customer experience tools

Benefits

Additional Information

About Fora 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.

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