Fora
Support Manager, Flights
$100K–$130K
New York City +1 · Manager · Full-time · Posted Jul 17, 2026
- Location
- New York City
New York, New York, United States - Experience
- 5+ years of Sabre or GDS experience and 5+ years of relevant work experience.
- Visa sponsorship
- US work authorization is required for full-time roles based in the NYC office; Fora is unable to sponsor or assist with U.S. work authorization.
About the job
Owns flight-support operations end to end, handling complex advisor escalations while improving support quality, responsiveness, and proactive service.
What you'll do
- Resolve complex flight cases and own support quality, SLAs, and emergency support across channels.
- Train the offshore Flights Desk team, maintain support resources, and improve processes using performance data.
- Coordinate with Product Operations, flight partners, and internal teams; monitor fraud and advisor feedback.
What they ask for
- 5+ years of Sabre or GDS experience, including Phase IV exchanges, ARC reconciliations, and NDC content.
- 5+ years of relevant work experience, with customer service experience and tact and empathy in advisor- or client-facing settings.
- Experience improving support operations against measurable targets and administering ticketing platforms such as Front or Intercom.
- Authorized to work in the US and based in NYC or willing to relocate.
Nice to have
- Basic understanding of AI tools in customer support automation.
- Advanced Excel skills; MBA or other relevant advanced degree.
Pay
$100k–$130k + equity (base salary range; equity amount unspecified)
Tools
Sabre, GDS, Front, Intercom, Excel, Tableau, Omni, Claude Code
AI focus
Use AI tools in daily work; basic understanding of AI-powered customer support automation is preferred.
Model-written summary · the original posting is authoritative