Booking Operations Support Lead

About

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.

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. 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.

About The Role

As Fora continues to scale our global advisor community and enhance our product offerings, the volume and complexity of booking-related support inquiries are growing rapidly. We're seeking a Booking Operations Support Lead to join our high-performing Support team — you'll play a crucial role in ensuring timely, accurate, and empathetic support for our advisor community, with a dedicated focus on booking operations.

• Serve as the primary escalation point for all booking operations inquiries, independently investigating and resolving complex issues end-to-end.
• Manage and develop a distributed, global contractor support team, ensuring consistent quality and coverage across booking operations.
• 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.
• 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.
• Onboard and mentor new support team members, sharing cross-queue knowledge and best practices.

Requirements

• 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.
• Prior experience managing or mentoring a team, including global or distributed teams.
• Proficiency with ticketing platforms (e.g., Intercom, Zendesk) and fluency in core support metrics (SLA, CSAT, AHT, FCR).
• Proven ability to build scalable workflows, SOPs, and escalation processes.
• Strong written and verbal communication skills with a natural ability to empathize with advisors.
• Strategic thinker who can balance hands-on execution with longer-term function building.
• Detail-oriented with strong organizational skills and a technical aptitude for navigating internal tools, logs, and queries.
• Comfortable with ambiguity and driving structure in a fast-paced, high-growth environment.

Bachelor's Degree or Equivalent Work Experience

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.

Additional Benefits

• Unlimited vacation
• Health Insurance (including an option completely covered by Fora HQ)
• Dental & Vision Insurance
• Wellhub Memberships
• 401k plan with company match
• Commuter Benefits
• Supplemental Life Insurance
• Stock Options

Work Authorization

Authorization to work in the United States is required for full-time roles based in our New York City office. Fora is unable to sponsor or assist with U.S. work authorization. Roles based outside of the United States are not subject to this requirement.

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.