Fora
Support Specialist
$60K–$90K
New York City +1 · Full-time · Posted Oct 30, 2025
- Location
- New York City
New York, New York, United States - Experience
- 1–2+ years of full-time experience.
- Education
- Bachelor's degree or equivalent work experience.
- Visa sponsorship
- U.S. 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. Roles based outside the U.S. are not subject to this requirement.
About the job
Provides cross-queue support to Fora travel advisors, resolving booking, account, finance, and advisor-experience issues while improving support processes and tools.
What you'll do
- Respond to advisor inquiries via Intercom, investigate and resolve issues, and meet support metrics.
- Maintain support macros, SOPs, and knowledge-base articles; help onboard and mentor team members.
- Improve support scalability through tooling enhancements, AI/chatbot optimization, and process automation.
What they ask for
- 1–2+ years of full-time experience in customer support, help desk, or operations; ideally in tech.
- Experience with ticketing platforms such as Intercom or Zendesk, and familiarity with SLA, CSAT, AHT, and FCR metrics.
- Strong written and verbal communication, empathy, attention to detail, and organizational skills.
- Based in NYC or open to relocation; bachelor's degree or equivalent work experience.
Nice to have
- Bilingual in Spanish; experience in fintech or finance operations.
- Travel-industry background or exposure to analytics or customer experience tools.
Pay
$60K–$90K + equity (base salary range; equity amount unspecified)
Tools
Intercom, Zendesk
AI focus
Optimize AI chatbots and use process automation to scale support; the posting also describes AI-assisted candidate screening and interviews, which are not job duties.
Model-written summary · the original posting is authoritative