Membership Support Specialist

The role

You will own the membership and sales inbox and the related Intercom queue. You will provide answers to prospective advisors and hand off sales opportunities to Sales Specialists. You will also maintain messaging accuracy by updating macros, help articles, and SOPs.

What you will do

• Own the membership and sales inbox.
• Respond to email and Intercom conversations from prospective advisors.
• Triage leads to Sales using clear criteria and written summaries.
• Maintain and improve macros, SOPs, Intercom content, and knowledge base articles.
• Meet and exceed SLA, CSAT, first response time, and first-contact resolution targets.
• Log conversations and handoffs accurately in HubSpot.
• Track common questions and objections to share trends with other teams.
• Help optimize AI and chatbot responses, tooling, and automation.
• Share knowledge across queues and help onboard new Support teammates.

Required qualifications

• 3+ years of full-time experience in customer support, sales support, operations, or another customer-facing role, ideally in tech
• Experience with a ticketing or inbox platform (Intercom, Zendesk, or similar)
• Familiarity with support metrics such as SLA, CSAT, and FCR
• Excellent written communication
• Comfort with phone and video calls
• Good judgment on when to resolve a question and when to pass it on
• Strong attention to detail, documentation habits, and follow-through
• Fast learner who thrives in a fast-paced environment
• Empathetic, collaborative, and solutions-oriented
• Eagerness to use AI and automation tools in daily work
• Based in NYC or open to relocation
• Bachelor's degree or equivalent work experience

Nice to have

• Bilingual proficiency in English and Spanish
• Experience supporting a membership, subscription, or sales-adjacent inbox
• Background in the travel industry, especially commission structures or booking systems
• Experience writing or maintaining macros, help center content, or SOPs
• Exposure to AI chatbots, Zapier, or no-code tools

Benefits

• 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

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 (AEDT) may be used to screen candidates
• An AI-assisted initial interview through the Alex platform may be used

About the company

Fora is a modern travel agency empowering entrepreneurs to build travel advisory businesses. The company uses AI to modernize the travel industry and supports advisors with global supplier relationships and personalized training.