Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

Fora is seeking a Support Manager, Flights to own the quality of the flight support function end-to-end. This role will resolve complex advisor needs, transition support from reactive to proactive, and elevate the advisor experience with the Flights Desk. Reporting to the Head of Flights, the Manager will be the primary decision-maker for complex advisor escalations, responsible for support quality and SLAs across all channels, and will drive proactive improvements, including stratifying support by advisor status. This role requires close collaboration with the offshore Flights Desk team, Product Operations, and flight partners, with a deep understanding of GDS being crucial. It is a highly visible, hands-on position for an individual who excels in ownership, variety, and building operational excellence in a dynamic environment.

Responsibilities

Serve as the primary owner and final escalation point for complex and sensitive flight-related cases.
Own the quality and responsiveness of flight support across Front, Intercom, and emergency phone line, conducting regular audits.
Transition flight support from reactive to proactive, including stratifying support by advisor status.
Partner with the offshore Flights Desk team to train, upskill, and improve everyday support quality.
Develop targeted trainings to close recurring gaps in support.
Ensure internal tooling, documentation, and live support resources are accurate and current.
Own an expanded booking and emergency support experience, auditing current offerings and implementing solutions.
Work closely with Product Operations as self-booking tooling evolves.
Coordinate with Communications, Finance, and flight partners for smooth execution.
Proactively flag support trends and recurring issues to partners.
Track and analyze volume, turnaround time, escalation trends, and efficiency to prioritize process improvements.
Monitor for and respond to fraudulent activity, documenting cases for tracking.
Monitor advisor feedback channels to resolve issues before they escalate.

Requirements

5+ years of Sabre or GDS experience, including familiarity with Phase IV exchanges, ARC reconciliations, and NDC content.
5+ years of relevant work experience with a strong customer service background.
Demonstrated tact and empathy in advisor or client-facing environments.
Proven track record of improving support operations against measurable targets (e.g., SLA, response time, CSAT).
Experience administering ticketing platforms such as Front or Intercom.
Excellent problem-solving and process-improvement skills.
Ability to think both strategically and tactically.
Experience creating dashboards, tracking metrics, and forecasting using tools like Excel, Tableau, Omni, or similar BI/analytics tools.
Comfortable with and creative when using AI tools such as Claude Code, Codex, and more.
Strong written and verbal communication skills.
Unwavering attention to detail.
Self-starter comfortable working independently and taking initiative.
Ability to operate effectively in a fast-moving, ambiguous environment.
Authorized to work in the US and currently based in NYC or willing to relocate.

Skills

Sabre
GDS
Phase IV exchanges
ARC reconciliations
NDC content
Customer service
Ticketing platforms (Front, Intercom)
Problem-solving
Process improvement
Strategic thinking
Tactical thinking
Dashboard creation
Metrics tracking
Forecasting
Excel
Tableau
Omni
BI/analytics tools
AI tools (Claude Code, Codex)
Written communication
Verbal communication
Attention to detail

Location

New York City

Work Type

Full-time
Onsite

Experience Level

5+ years of Sabre or GDS experience
5+ years of relevant work experience

Education Level

MBA or other relevant advanced degree (Strongly Preferred)

Salary/Compensations

$100k–$130k + 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 a modern travel agency empowering travel entrepreneurs with technology, data, and community.
Our business-in-a-box platform provides tools, training, community, and partnerships.
Our mission is to help the next generation of travel entrepreneurs turn their passion for travel into a fulfilling career.
Founded in 2021, Fora has over 200 employees and is based in New York City.
The company announced a $60 million Series D investment round in 2026.
Fora has been recognized as a LinkedIn Top Startup 2024, Fast Company's Most Innovative Companies 2025 and 2023, and TIME100 Most Influential Companies 2026.
We are building a unified platform for all travel needs, leveraging human expertise and technology.
Our Values include: forging our own path, being stronger together, believing in technology, serving our community, and meaning business.

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.
Fora will not discriminate based on 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.