Support Lead, Flights

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 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 Linked In Top Startup 2024, Fast Company's Most Innovative Companies 2025 and 2023, and we were most recently recognized as one of the TIME
100 Most Influential Companies 2026.

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.

As Fora's advisor base grows, so does the complexity and volume of flight-related support needs. We're looking for a Flights Support Lead to be the operational backbone of our flight support function, managing day-to-day support queues, proactively identifying and escalating issues, and ensuring our advisors have a seamless, high-quality experience. This role sits at the intersection of customer support, flight operations, and partner management.

It's a great fit for someone who thrives in fast-moving environments and has a passion for building great support experiences.

• Manage Inbound Support: Own and triage Intercom and Front tickets across all partner channels, ensuring timely and high-quality responses that meet SLAs.
• Handle Escalations: Monitor and respond to advisor escalations, coordinating with the broader Flight Operations team to resolve complex advisor issues.
• Ensure Ongoing Quality: Perform regular audits of the emergency phone line and flights inbox to evaluate support quality, identify areas for improvement, and develop targeted trainings to address recurring gaps.
• Maintain Data and Training Sources: Keep our internal information tooling up to date with new information, training updates, and live support resources so advisors always have accurate, real-time guidance.
• Partner Communication: Proactively reach out to partners to flag support trends, recurring issues, or patterns that require attention.
• Webinar Coordination: Set up and manage webinar logistics, including registration instructions and advisor-facing communications.
• Fraud Management: Monitor for and respond to fraudulent activity, escalating appropriately and documenting cases for tracking and reporting.
• Advisor Feedback Monitoring: Monitor the flight partners feedback page, flag negative feedback, and proactively reach out to affected advisors to resolve issues before they escape.

• 5+ years of Sabre or GDS experience, including familiarity with Phase IV exchanges, ARC reconciliations, and NDC content.
• 2+ years of experience in customer support, product operations, or a similar field
• Proficiency in administering ticketing platforms (e.g., Intercom) and a proven track record of improving support operations (e.g., SLA, response time, CSAT)
• Basic understanding of AI tools, particularly in customer support automation (e.g., chatbots, AI-driven FAQs)
• Experience creating dashboards, tracking metrics, and forecasting using tools like Excel, Tableau, Omni, or similar BI/analytics tools
• Excellent written and verbal communication
• Empathy for advisors and a personable,…