Community Support Lead

The role

You will own the Forum space by answering advisor questions and keeping conversations organized. You will moderate the community, report on health metrics, and build engagement programming.

What you will do

• Monitor Forum throughout the day and answer advisor questions
• Point advisors to resources across the Help Center, Forum, or Portal
• Keep Forum organized by re-threading posts and moving miscategorized content
• Moderate against Community Guidelines in partnership with Trust & Safety
• Surface urgent issues and recurring advisor pain points to HQ teams
• Build lightweight rituals and programming to keep the community engaged
• Track and report on community health metrics like engagement and response times

Required qualifications

• 3+ years of full-time experience in customer support, online community management, or another member-facing support role
• 1+ year of hands-on experience moderating a community and enforcing written guidelines
• Experience using a ticketing or escalation workflow to route issues to another team
• Experience working with a policy, compliance, or Trust & Safety-type team
• Experience building or documenting a process from scratch in a new or evolving role
• Hands-on experience with Circle or a comparable community platform (such as Discourse or Mighty Networks)
• Experience reporting on support or community metrics, such as response time, volume, or sentiment
• Based in NYC or willing to relocate

Nice to have

• Experience supporting an online community of 1,000+ members
• A background in the travel industry, customer-facing service, or similar people-first roles
• 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 for full-time roles based in our New York City office
• Fora is unable to sponsor or assist with U.S. work authorization

About the company

Fora is a modern travel agency empowering entrepreneurs to build travel advisory businesses. The company uses AI and global supplier relationships to support its community of advisors.