Support Specialist

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. 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.

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.

Key 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
• 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
• Bachelor's degree or equivalent work experience

Compensation

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