Support Specialist

About The Role

We're looking for a Support Specialist to join our growing Product Operations & Support team. This role is designed for someone who thrives on variety — you'll work across four core support queues, ensuring our advisor community receives fast, accurate, and empathetic help no matter the issue.

As a Support Specialist, you'll develop working fluency across booking operations, account operations, finance operations, and advisor experience — handling everything from GDS rate discrepancies and commission inquiries to account changes, training questions, and policy guidance. You'll be the connective tissue across our support function, able to context-switch between a booking escalation and a certification question without missing a beat.

As we scale toward 24×7 global support and expand our product offerings — including AI chatbots and new Portal features — you'll play a crucial role in ensuring seamless, high-quality support across every touchpoint.

This role sits within the Support team and reports to the Senior Manager of Support Operations. It partners closely with cross-functional teams including Product Operations, Advisor Experience, Finance, and the broader Support organization.

 

Key Responsibilities

• Deliver prompt, accurate, and empathetic support to Fora advisors via Intercom across all support queues
• Meet and exceed core support metrics (e.g., SLA compliance, CSAT, AHT, FCR)
• Independently investigate and resolve advisor inquiries end-to-end, escalating to senior leadership only when required
• Write empathetic, clear messages to advisors — and when needed, compose concise communications to hotels, partners, and internal stakeholders
• Maintain and improve macros, SOPs, and internal knowledge base articles across all queues to keep pace with evolving products and policies
• Become fluent 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, sharing cross-queue knowledge and best practices

Requirements

• 1–2+ years of full-time experience in a customer support, help desk, or operations role, ideally within the tech space
• Experience with ticketing platforms (e.g., Intercom, Zendesk)
• Familiarity with key support metrics such as SLA, CSAT, AHT, and FCR and a track record of meeting or exceeding them
• Strong written and verbal communication skills with a natural ability to empathize with and assist advisors effectively
• Detail-oriented with strong follow-through, documentation habits, and organizational skills
• Fast learner who thrives in dynamic, fast-paced environments
• Empathetic, collaborative, and solutions-oriented mindset
• Comfortable navigating technical tools and platforms; bonus points for 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

• Bilingual in Spanish 
• Experience working in fintech or a finance operations role
• Background in travel industry — particularly comfort with commission structures, payment platforms, or booking systems
• Exposure to analytics or customer experience tools

Compensation

Compensation for this role varies based on experience, with an indicative range of $60K–$90K + equity. Final compensation will depend on the level at which the candidate is hired, as we’re considering multiple levels for this role.

Additional benefits include:

• 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

This role is based in our beautiful New York City office (Tribeca/Fidi) with lots of natural light and great views. 

 

Use of AI in our Hiring Process

Fora Travel, Inc. (“Fora”) uses an automated employment decision tool (AEDT) offered by Apriora Inc. dba Alex to assist with screening candidates for the Support Specialist role, based in our New York City office. As part of the hiring process, the Alex AI platform (“Alex”) may be used to: 

• apply predefined, objective criteria to a candidate’s application (such as professional qualifications and relevant professional experience); and/or
• conduct an AI-assisted initial interview through the Alex platform to assist with evaluating specific role-related competencies and qualifications. 

How the Tool Works

As part of our hiring process, Alex may be used at two stages of the initial screening process. 

As part of the first stage, applications may be evaluated against predefined, role-specific criteria such as required education, credentials or minimum work experience. Applications that do not meet these objective requirements are marked as unqualified and recommended not to proceed to the next stage of the process. 

Candidates who meet the initial screening criteria will be invited to participate in a live, conversational interview via video hosted by Alex. Alex will ask a predefined list of interview questions created by Fora and may ask follow-up questions based on your responses. It will then generate a transcript of the video call, structured summaries and a score using the scorecard developed by the hiring manager for consideration by Fora’s hiring team. 

While Alex assists with the initial screening process, review of the interview responses, scoring and subsequent interviews are done by our hiring team. All final hiring decisions are made by Fora. 

What the Tool Evaluates

The automated screening and AI-assisted interview may assess specific role-related competencies such as: 

educational background and any required credentials; 

• relevant work experience; 
• role-specific skills; and
• responses to behavioral, situational or problem solving questions. 

Alternative Selection Process or Reasonable Accommodation

If you prefer not to participate in an AI-assisted interview, or if you require reasonable accommodation, you may request an alternative selection process.

To make a request, please contact: careers@foratravel.com
Subject line: “Support Specialist Process Request”

Bias Audit 

This tool has undergone a bias audit in the past year. A summary of the most recent bias audit and the tool’s distribution date is available here.

Data & Privacy

If you participate in an AI-assisted interview, the system may collect and process information necessary to conduct and evaluate the interview, including video and/or audio transcripts and text transcripts.

Interview data collected directly by us is retained in accordance with Fora Travel, Inc.’s data retention policies and applicable legal requirements. 

Information pursuant to this section will not be disclosed where such disclosure would violate local, state, or federal law, or interfere with a law enforcement investigation.

The AI screening platform is operated by Alex, an independent third-party provider. Your personal information may also be collected and processed by Alex in accordance with Alex’s privacy policy.