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About the Role

Fora is seeking a Flights Support Lead to manage daily support queues, identify and escalate issues, and ensure a seamless, high-quality experience for advisors. This role operates at the intersection of customer support, flight operations, and partner management, ideal for someone who thrives in fast-paced environments and excels at building great support experiences.

Responsibilities

• Manage and triage Intercom and Front tickets across all partner channels, ensuring timely and high-quality responses that meet SLAs.
• Monitor and respond to advisor escalations, coordinating with the broader Flight Operations team to resolve complex issues.
• Perform regular audits of the emergency phone line and flights inbox to evaluate support quality and identify areas for improvement.
• Develop targeted trainings to address recurring support gaps.
• Keep internal information tooling up to date with new information, training updates, and live support resources.
• Proactively reach out to partners to flag support trends, recurring issues, or patterns that require attention.
• Set up and manage webinar logistics, including registration instructions and advisor-facing communications.
• Monitor for and respond to fraudulent activity, escalating appropriately and documenting cases.
• Monitor the flight partners feedback page, flag negative feedback, and proactively reach out to affected advisors to resolve issues.

Requirements

• 5+ years of Sabre or GDS experience, including familiarity with Phase IV exchanges, ARC reconciliations, and NDC content.
• 2+ years of experience in customer support, product operations, or a similar field.
• Proficiency in administering ticketing platforms (e.g., Intercom) and a proven track record of improving support operations (e.g., SLA, response time, CSAT).
• Basic understanding of AI tools, particularly in customer support automation (e.g., chatbots, AI-driven FAQs).
• Experience creating dashboards, tracking metrics, and forecasting using tools like Excel, Tableau, Omni, or similar BI/analytics tools.
• Excellent written and verbal communication skills.
• Empathy for advisors and a personable, service-oriented approach.
• Unwavering attention to detail.
• Self-starter with a strong sense of initiative and ownership.
• Authorization to work in the United States is required for full-time roles based in our New York City office. Fora is unable to sponsor or assist with U.S. work authorization.

Location

• New York City

Work Type

• Full-time
• Onsite

Experience Level

• 5+ years of Sabre or GDS experience
• 2+ years of experience in customer support, product operations, or a similar field

Salary/Compensations

• $90k–$110k + equity

Benefits

• Unlimited vacation
• Health Insurance (including an option completely covered by Fora HQ)
• Dental & Vision Insurance
• ClassPass Memberships
• 401k plan
• Commuter Benefits
• Supplemental Life Insurance
• Stock Options

About the Company

• 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.
• Our mission is to help the next generation of travel entrepreneurs turn their love for travel into a fulfilling career, whether full-time or part-time.
• 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.
• Recognized as a LinkedIn Top Startup 2024, Fast Company's Most Innovative Companies 2025 and 2023, and 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.
• We’re forging our own path, driving change within the industry and not interested in maintaining the status quo.
• Community is our cornerstone and collective power is our strength. We believe we can all go further when we operate together, using our combined leverage to unlock better opportunities and outcomes for our advisors, partners, and travelers.
• We believe technology is an answer to some of the most fundamental challenges the travel industry faces. We believe advancements in AI, bold investments in our platforms, and a world-class data infrastructure will transform the work of our advisors and our partners, while creating better travel experiences for travelers.
• We operate in service of our community and believe that when they’re empowered to focus on what they do best, we all win. It’s why we relentlessly advocate for our advisors and prioritize their best interest every step of the way.
• Fora is equal parts fun, meaningful work and serious travel business. We’re unlocking opportunities for thousands of travel entrepreneurs, delivering a stream of high-quality guests at scale for our partners, and providing a superior travel experience for our travelers. It’s a better equation for the future of our industry.

Equal Opportunity

• Fora is committed to an equitable hiring process and an inclusive work environment.
• BIPOC and traditionally underrepresented candidates are strongly encouraged to apply.
• We will not discriminate and will take action to ensure against discrimination in employment, recruitment, advertisements for employment, compensation, termination, upgrading, promotions, and other conditions of employment against any employee or job applicant on the bases of race, color, gender, national origin, age, religion, creed, disability, veteran's status, sexual orientation, gender identity, gender expression or any other characteristic protected by law.