Support Specialist

Support Specialist

Fora is the modern travel agency, empowering the next generation of entrepreneurs to build thriving travel advisory businesses. We're modernizing the $100B+ travel industry with AI woven through every part of the advisor's workflow, plus global supplier relationships, personalized training, and a vibrant community, all in one place. That's what lets advisors build businesses that scale, while their taste and service create trips no algorithm alone could plan.

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.

The same idea shapes how we work. We're mission-driven and obsessed with our customers, and we believe humans and AI are both essential: the best work here comes from people and technology at their best, together.

Founded in 2021, Fora has grown to a team of 200+ full-time employees based in downtown New York City. In 2026, we closed a $60 million Series D led by Forerunner and Tactile Ventures, with continued backing from Thrive Capital, Insight Partners, and Heartcore Capital. We've been named a Linked In Top Startup (2024), one of Fast Company's Most Innovative Companies (2023 and 2025), and one of TIME's 100 Most Influential Companies (2026).

Come build something that hasn't existed before.

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.

• 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

• 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…