Fora Travel · 2 days ago
Support Specialist
New York, NY
Full-time
Onsite
Entry, Mid Level
$60K/yr - $90K/yr
1+ years expFora Travel is a modern travel agency redefining the role of travel advisors through innovative technology and community support. They are seeking a Support Specialist to provide effective support for advisors, focusing on finance operations and enhancing the overall advisor experience.
TourismTravelTravel Agency
No H1B
Responsibilities
Deliver prompt and effective support to advisors via Intercom
Meet and exceed core support metrics (e.g., SLA compliance, CSAT, AHT, FCR)
Own and resolve advisor support tickets related to finance operations (e.g., payouts, commission discrepancies, transaction issues)
Maintain and improve macros, SOPs, and internal documentation for financial support workflows
Become fluent in support tools (Intercom, internal BI dashboards, payment systems) and financial processes
Drive initiatives to improve support scalability, including tooling enhancements, AI/chatbot optimization, and process automation
Help onboard and mentor new support team members
Qualification
Required
1–2+ years of experience in a customer support or help desk role
Experience with ticketing platforms (e.g., Intercom, Zendesk)
Familiarity with key support metrics such as SLA, CSAT, AHT, and FCR
Strong written and verbal communication skills
Detail-oriented with strong documentation and follow-through habits
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
Preferred
Experience working in fintech or a finance operations role
Background in the travel or SaaS industry
Exposure to analytics or customer experience tools
Benefits
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
Company
Fora Travel
Fora is the modern travel agency.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$78.5MKey Investors
Insight PartnersForerunner
2025-01-01Series C· $40M
2023-01-01Series B· $20M
2022-08-11Series A· $13.5M
Leadership Team
Henley Vazquez
Co-Founder
Jake Peters
Co-Founder & Chief Product and Technology Officer
Recent News
2025-10-13
Company data provided by crunchbase