Support Specialist

The role

You will provide support to Fora advisors across booking, account, finance, and advisor experience queues. You will use tools like Intercom to resolve inquiries and help improve support scalability through AI and process automation.

What you will do

• Deliver prompt, accurate, and empathetic support to Fora advisors via Intercom
• Meet and exceed core support metrics like SLA, CSAT, AHT, and FCR
• Independently investigate and resolve advisor inquiries end-to-end
• Write messages to advisors and communications to hotels, partners, and internal stakeholders
• Maintain and improve macros, SOPs, and internal knowledge base articles
• Become fluent in support tools including Intercom, BI dashboards, and booking and payment systems
• Drive initiatives to improve support scalability and AI/chatbot optimization
• Help onboard and mentor new support team members

Required qualifications

• 1–2+ years of full-time experience in a customer support, help desk, or operations role
• Experience with ticketing platforms such as Intercom or Zendesk
• Familiarity with key support metrics such as SLA, CSAT, AHT, and FCR
• Strong written and verbal communication skills
• 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
• Based in NYC or open to relocation
• Bachelor's degree or equivalent work experience

Nice to have

• Familiarity with BI tools, payment processing systems, or AI chatbots
• Bilingual in Spanish
• Experience working in fintech or a finance operations role
• Background in travel industry
• Exposure to analytics or customer experience tools

Benefits

• Unlimited vacation
• Health Insurance
• Dental & Vision Insurance
• Wellhub Memberships
• 401k plan with company match
• Commuter Benefits
• Supplemental Life Insurance
• Stock Options

Before you apply

• Authorization to work in the United States is required
• Fora is unable to sponsor or assist with U.S. work authorization
• An automated employment decision tool (Alex AI platform) may be used to screen candidates and conduct initial interviews

About the company

Fora is a modern travel agency that empowers entrepreneurs to build travel advisory businesses using AI and global supplier relationships. Founded in 2021, the company is based in downtown New York City.