Support Operations Specialist Fora X

As Fora continues to scale its global advisor community and expand its product offerings the volume and complexity of support inquiries are increasing. The Support Operations Specialist Fora X is a newly created role focused on delivering a distinct high-touch support experience for Fora’s highest-value advisors. This segment represents a meaningful share of company revenue and requires a thoughtful responsive and operationally strong approach to support.

This role sits within the Support team and reports to the Support Operations Lead. It partners closely with cross-functional teams including Advisor Experience Finance Product Operations and the broader Support organization. The Support Operations Specialist will own Fora X inquiries end to end reducing reliance on senior leadership for escalations and ensuring a seamless high-quality advisor experience.

This is a hands-on evolving role with the opportunity to define what best-in-class support looks like for Fora X. The ideal candidate is excited to operate at the intersection of support and operations contributing to both day-to-day execution and longer-term improvements in workflows tooling and scalability.

• Deliver prompt accurate and empathetic support to Fora X Advisors via Intercom across all queues — including account operations finance operations booking operations and advisor experience inquiries.
• Meet and exceed core support metrics (e.g. SLA compliance CSAT AHT FCR).
• Serve as the first line of resolution for Fora X escalations fully investigating and attempting resolution before routing to senior leadership.
• Partner closely with the Advisor Experience team on high-touch scenarios including retention concerns sensitive client situations and complex supplier relationships.
• Provide live high-touch support via phone or Zoom when advisors need real-time assistance or when complex issues require a personal conversation.
• Flag unresponded Fora X tickets and potential churn risks proactively.
• Maintain and improve macros SOPs and internal documentation for Fora X support workflows.
• 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.

• 3-5 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)
• Solid understanding of key support metrics such as SLA CSAT AHT and FCR
• Strong written and verbal communication skills
• Detail-oriented with strong documentation and follow-through habits
• Fast learner who thrives in dynamic fast-paced environments
• Comfortable being a liaison between high-value advisors and internal stakeholders
• Familiarity with BI tools payment processing systems or AI chatbots
• Background in financial operations or the travel industry is a strong plus — particularly comfort with commission structures payment platforms or booking systems
• Based in NYC or open to relocation
• Bachelor's degree or equivalent work experience

• Background in financial operations including exposure to commissions payment workflows or reconciliation processes
• Experience contributing to process improvement initiatives documentation or operational playbooks
• Exposure to customer experience or analytics tools that inform support strategy and decision-making

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.

• 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

This role is based in our beautiful New York City office (Tribeca/Fidi) with lots of natural light and great views. 

What We Do

Fora is the modern travel agency redefining what it means to be a travel advisor in today’s world. We’re a next-generation platform that provides a comprehensive business-in-a-box solution—combining cutting-edge technology personalized training a vibrant community and exclusive industry partnerships—all designed to empower anyone with a passion for travel to turn that passion into a thriving business. Whether you're a travel enthusiast or an experienced professional Fora equips you with everything needed to launch and scale a successful travel advisory business making it the ultimate way to align work with your lifestyle. At the heart of Fora is our mission: to power the next generation of travel entrepreneurs to transform their love for travel into a fulfilling full-time or part-time career offering unparalleled flexibility autonomy and support. We believe that everyone from seasoned travel professionals to first-time entrepreneurs can build a career that’s both profitable and aligned with their passions. Our platform combines innovative technology with the human touch offering: Best-in-class training programs to help agents develop expert knowledge no matter their starting point. A powerful suite of tools for booking client management and marketing ensuring agents can focus on delivering exceptional travel experiences. Access to an engaged community of fellow advisors fostering collaboration support and shared learning. Exclusive partnerships with top travel brands providing access to competitive rates perks and experiences that elevate advisors’ offerings. Since our founding in 2021 by experienced travel entrepreneurs Henley Vazquez Jake Peters and Evan Frank Fora has experienced rapid growth expanding to a team of 130+ full-time employees based in downtown New York City. Earlier this year 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. This funding represents a vote of confidence in the enduring power of entrepreneurship and secures our ability to build a category-defining travel brand. We have a vision for the future that leverages the best of humans and the best of technology to create the first truly unified platform for all travel needs - from staycation to the safari.

Why Work With Us

Fora is redefining the travel industry by challenging norms and fostering a culture of growth curiosity and autonomy. We invest in cutting-edge technology to fuel innovation and empower our team to drive impactful change. Here you’ll find meaningful work with ample opportunities for internal growth.

Gallery