Support Manager, Flights

The role

The Support Manager, Flights will own the quality of the flight support function end to end. This person will resolve complex advisor needs, move support from reactive to proactive, and manage SLAs across various channels.

What you will do

• Serve as the primary owner and final escalation point for complex and sensitive flight-related cases.
• Own the quality and responsiveness of flight support across Front, Intercom, and the emergency phone line.
• Drive proactive support by building support stratified by advisor status.
• Partner with the offshore Flights Desk team to train and upskill staff.
• Build and maintain internal tooling, documentation, and live support resources.
• Expand and improve the booking and emergency support experience.
• Partner cross-functionally with Product Operations, Communications, Finance, and flight partners.
• Track and analyze volume, turnaround time, escalation trends, and efficiency.
• Monitor and respond to fraudulent activity.
• Monitor advisor feedback channels to resolve issues.

Required qualifications

• 5+ years of Sabre or GDS experience, including familiarity with Phase IV exchanges, ARC reconciliations, and NDC content
• 5+ years of relevant work experience with a strong customer service background
• Proven track record of improving support operations against measurable targets
• Experience administering ticketing platforms such as Front or Intercom
• Excellent problem-solving and process-improvement skills
• Experience creating dashboards, tracking metrics, and forecasting using tools like Excel, Tableau, Omni, or similar BI/analytics tools
• Comfortable with and creative when using AI tools such as Claude Code, Codex, and more
• Strong written and verbal communication skills
• Unwavering attention to detail
• Self-starter comfortable working independently in a fast-moving, ambiguous environment
• Authorized to work in the US
• Currently based in NYC or willing to relocate

Nice to have

• Basic understanding of AI tools in customer support automation (e.g. chatbots, AI-driven FAQs)
• Advanced Excel skills
• MBA or other relevant advanced degree

Benefits

• Unlimited vacation
• Health Insurance (including an option completely covered by Fora HQ)
• Dental & Vision Insurance
• ClassPass Memberships
• 401k plan
• 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 empowering entrepreneurs to build travel advisory businesses using AI and global supplier relationships. Founded in 2021, it is a team of 250+ full-time employees based in downtown New York City.