Fora Jobs (NOW HIRING)

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 2025, 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. We've also been recognized as a LinkedIn Top Startup 2024, Fast Company's Most Innovative Companies 2025 and 2023, and Built In 2025 Best Places to Work.
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.
About The Role
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 position dedicated to delivering white-glove, personalized support to our highest value advisors.
This segment represents a meaningful share of company revenue and demands a level of care, responsiveness, and dedication to support excellence that sets a new bar for what Fora X advisor experience can look like.
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 support-obsessed, composed under pressure, and genuinely curious about Fora X advisors' businesses and how we can best support them. Operational fluency matters, but it's your judgment, communication, and commitment to concierge-style support that will define success in this role.
Key Responsibilities

• Deliver white-glove, highly personalized support to Fora X Advisors - anticipating needs, creating a premium experience, and treating each interaction as relationship-building
• Navigate sensitive, high-stakes advisor situations with care, urgency, and sound judgment - from retention concerns and complex supplier relationships to sensitive client scenarios
• Communicate confidently and empathetically via Intercom across all queues - including account operations, finance operations, booking operations, and advisor experience inquiries
• Serve as the first line of resolution for Fora X escalations, fully investigating and attempting resolution before routing to senior leadership
• Provide live, high-touch support via phone or Zoom when advisors need real-time assistance or when a complex issue requires a personal conversation
• Partner closely with the Advisor Experience team to troubleshoot complex escalations - while maintaining clear ownership of resolution and ensuring issues don't stall or get diffused across teams
• Proactively monitor the Fora X queue for unresponded tickets and early signs of advisor churn
• Maintain and improve macros, SOPs, and internal documentation for Fora X support workflows
• Meet and exceed core support metrics (e.g., SLA compliance, CSAT, AHT, FCR)
• Develop and maintain deep fluency 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

Requirements

• 3-5 years of full-time experience in a high-touch customer-facing role - such as customer success, VIP/concierge support, executive support, L3 escalations for premium customers, or enterprise account management
• Strong judgment in ambiguous situations - you synthesize context quickly and know when to act vs. escalate
• Detail-oriented with strong documentation and follow-through habits
• Exceptional written and verbal communication - you write with clarity and warmth, and can hold a difficult conversation with a demanding advisor without losing composure
• Comfortable operating in an environment where the product, the advisors, and the playbook are all evolving - and energized by the chance to help shape what great looks like
• Ability to build trusted relationships with high-value advisors and internal stakeholders.
• Experience with ticketing platforms (e.g., Intercom, Zendesk)
• Solid understanding of key support metrics such as SLA, CSAT, AHT, and FCR
• Familiarity with BI tools, payment processing systems, or AI chatbots
• Based in NYC or open to relocation
• Bachelor's degree or equivalent work experience

Strongly Preferred

• Background in luxury, boutique, or high-touch service environments - hospitality, travel, or similar
• Proficiency 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
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.
Our Values
We're forging our own path
Fora has always been about driving change within the industry. We're not interested in maintaining the status quo.
We're stronger together
Community is our cornerstone and collective power is our strength. We believe we can all go further when we operate together, using our combined leverage to unlock better opportunities and outcomes for our advisors, partners, and travelers.
We believe in technology
We believe technology is an answer to some of the most fundamental challenges the travel industry faces. We believe advancements in AI, bold investments in our platforms, and a world-class data infrastructure will transform the work of our advisors and our partners, while creating better travel experiences for travelers.
We're here to serve
We operate in service of our community and believe that when they're empowered to focus on what they do best, we all win. It's why we relentlessly advocate for our advisors and prioritize their best interest every step of the way.
We mean business
Fora is equal parts fun, meaningful work and serious travel business. We're unlocking opportunities for thousands of travel entrepreneurs, delivering a stream of high-quality guests at scale for our partners, and providing a superior travel experience for our travelers. It's a better equation for the future of our industry.
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.