Conversational AI Operations Specialist

The role

You will maintain, optimize, and improve the Sidekick AI advisor support chatbot. You will design systems for quality assurance, testing infrastructure, content operations, and feedback loops.

What you will do

• Design and operationalize repeatable systems for Sidekick including QA frameworks and testing infrastructure
• Own content and knowledge management across Sidekick surfaces
• Conduct regular QA reviews and establish rubrics and escalation protocols
• Build and maintain use case testing frameworks to validate new features
• Execute content updates and audits
• Translate complex internal operations and supplier policies into documented processes and content
• Partner with Support to gather feedback and identify patterns in advisor questions
• Collaborate with Tour Operations, Booking Platform, and Advisor Integrity to coordinate guidance and updates
• Coordinate with Product and Engineering on Sidekick updates
• Act as a keeper of truth for advisor-facing knowledge through research and validation

Required qualifications

• 1-3 years of experience in content operations, support operations, customer success, technical writing, or a related field
• Demonstrated experience building or improving operational systems or processes
• Proven AI power user who uses AI tools daily in a current or recent role
• Exceptional writing skills
• Strong research instincts
• Systems thinker
• High attention to detail
• Ability to quickly learn new tools and platforms
• Strong empathy for users
• Ability to work in the United States and be based in or willing to relocate to New York City

Nice to have

• Experience with AI chatbots, conversational design, or prompt writing
• Experience building QA programs, testing frameworks, or structured audit processes
• Hands-on experience with platforms such as Intercom, Zendesk, Notion, or other knowledge base and support tools
• Experience building advanced workflows or automations within support or content systems
• A writing portfolio that demonstrates clear, structured, and user centric communication

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

About the company

Fora is a modern travel agency that empowers entrepreneurs to build travel advisory businesses using AI. Founded in 2021, it has a team of 250+ full-time employees based in downtown New York City.