Support Operations Specialist, Fora X

About Fora

Fora is the modern travel agency , empowering anyone with a passion for travel to build a thriving advisory business. We're modernizing the $100B+ travel agency industry by combining powerful technology, data, and community to enable thousands of entrepreneurs to build on our platform. Our business-in-a-box platform gives travel entrepreneurs everything they need to launch and scale, from cutting-edge tools and personalized training to a vibrant community and exclusive industry partnerships. At the heart of it all is our mission: to help the next generation of travel entrepreneurs turn their love for travel into a fulfilling career , whether full-time or part-time. We believe that everyone, from seasoned professionals to first-time advisors, can build something both profitable and personal.

Founded in 2021 by seasoned entrepreneurs, Fora has grown steadily since, expanding to a team of 200+ full-time employees based in downtown New York City . In 2026, we announced our $60 million Series D investment round , led by Forerunner and Tactile Ventures, with continued participation from existing investors Thrive Capital, Insight Partners, and Heartcore Capital. We've also been recognized as a LinkedIn Top Startup 2024, Fast Company's Most Innovative Companies 2025 and 2023, and we were most recently recognized as one of the TIME100 Most Influential Companies 2026.

We're building the first truly unified platform for all travel needs—leveraging the best of human expertise and technology to transform how people plan and book travel.

About The Role

As Fora continues to scale its global advisor community and expand its product offerings, the volume and complexity of support inquiries are increasing. The Support Operations Specialist, Fora X is a newly created position dedicated to delivering white-glove, personalized support to our highest value advisors.

This segment represents a meaningful share of company revenue and demands a level of care, responsiveness, and dedication to support excellence that sets a new bar for what Fora X advisor experience can look like.

This role sits within the Support team and reports to the Support Operations Lead. It partners closely with cross-functional teams including Advisor Experience, Finance, Product Operations, and the broader Support organization. The Support Operations Specialist will own Fora X inquiries end to end, reducing reliance on senior leadership for escalations and ensuring a seamless, high-quality advisor experience.

This is a hands-on, evolving role with the opportunity to define what best-in-class support looks like for Fora X. The ideal candidate is support-obsessed, composed under pressure, and genuinely curious about Fora X advisors' businesses and how we can best support them. Operational fluency matters, but it's your judgment, communication, and commitment to concierge-style support that will define success in this role.

Key Responsibilities

• Deliver white-glove, highly personalized support to Fora X Advisors — anticipating needs, creating a premium experience, and treating each interaction as relationship-building
• Navigate sensitive, high-stakes advisor situations with care, urgency, and sound judgment — from retention concerns and complex supplier relationships to sensitive client scenarios
• Communicate confidently and empathetically via Intercom across all queues — including account operations, finance operations, booking operations, and advisor experience inquiries
• Serve as the first line of resolution for Fora X escalations, fully investigating and attempting resolution before routing to senior leadership
• Provide live, high-touch support via phone or Zoom when advisors need real-time assistance or when a complex issue requires a personal conversation
• Partner closely with the Advisor Experience team to troubleshoot complex escalations — while maintaining clear ownership of resolution and ensuring issues don't stall or get diffused across teams
• Proactively monitor the Fora X queue for unresponded tickets and early signs of advisor churn
• Maintain and improve macros, SOPs, and internal documentation for Fora X support workflows
• Meet and exceed core support metrics (e.g., SLA compliance, CSAT, AHT, FCR)
• Develop and maintain deep fluency in support tools (Intercom, internal BI dashboards, booking and payment systems)
• Drive initiatives to improve support scalability, including tooling enhancements, AI/chatbot optimization, and process automation
• Help onboard and mentor new support team members

Requirements

• 3–5 years of full-time experience in a high-touch customer-facing role — such as customer success, VIP/concierge support, executive support, L3 escalations for premium customers, or enterprise account management
• Strong judgment in ambiguous situations — you synthesize context quickly and know when to act vs. escalate
• Detail-oriented with strong documentation and follow-through habits
• Exceptional written and verbal communication — you write with clarity and warmth, and can hold a difficult conversation with a demanding advisor without losing composure
• Comfortable operating in an environment where the product, the advisors, and the playbook are all evolving — and energized by the chance to help shape what great looks like
• Ability to build trusted relationships with high-value advisors and internal stakeholders.
• Experience with ticketing platforms (e.g., Intercom, Zendesk)
• Solid understanding of key support metrics such as SLA, CSAT, AHT, and FCR
• Familiarity with BI tools, payment processing systems, or AI chatbots
• Based in NYC or open to relocation
• Bachelor's degree or equivalent work experience

Strongly Preferred

• Background in luxury, boutique, or high-touch service environments — hospitality, travel, or similar
• Proficiency in financial operations, including exposure to commissions, payment workflows, or reconciliation processes
• Experience contributing to process improvement initiatives, documentation, or operational playbooks
• Exposure to customer experience or analytics tools that inform support strategy and decision-making

Compensation

Compensation for this role varies based on experience, with an indicative range of $70K–$100K + equity. Final compensation will depend on the level at which the candidate is hired, as we’re considering multiple levels for this role.

• Unlimited vacation