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About the Role
The Membership Support Specialist is responsible for answering prospective advisors' questions about Fora membership, onboarding, pricing, commissions, training, and policies. This role owns the membership and sales inbox and Intercom queue, ensuring fast, accurate, and warm responses. The specialist also maintains membership messaging accuracy by updating macros, help articles, and SOPs when programs, pricing, or policies change. This role reports to the Senior Manager of Support Operations and collaborates with Sales, Advisor Experience, and Product Operations.
Responsibilities
- Own the membership and sales inbox, responding to prospective advisors via email and Intercom.
- Triage leads to Sales based on clear criteria, providing a written summary for each handoff.
- Maintain and update macros, SOPs, Intercom content, and knowledge base articles to ensure messaging consistency and accuracy.
- Meet and exceed SLA, CSAT, first response time, and first-contact resolution targets.
- Accurately log conversations and handoffs in HubSpot to maintain an up-to-date CRM.
- Track common questions and objections, sharing trends with Sales, Marketing, and Product teams.
- Help optimize AI and chatbot responses, tooling, and automation for inbox efficiency.
- Share knowledge across queues and assist in onboarding new Support teammates.
Requirements
- 1-2+ years of full-time experience in customer support, sales support, operations, or another customer-facing role, ideally in tech.
- Experience with a ticketing or inbox platform (Intercom, Zendesk, or similar).
- Familiarity with support metrics such as SLA, CSAT, and FCR.
- Excellent written communication skills.
- Comfort with phone and video calls.
- Good judgment on when to resolve a question and when to escalate.
- Strong attention to detail, documentation habits, and follow-through.
- Fast learner who thrives in a fast-paced environment.
- Empathetic, collaborative, and solutions-oriented.
- Eagerness to use AI and automation tools in daily work.
- Based in NYC or open to relocation.
- Bachelor's degree or equivalent work experience.
Skills
- Customer support
- Sales support
- Operations
- Customer-facing roles
- Ticketing platforms
- Inbox platforms
- Intercom
- Zendesk
- SLA
- CSAT
- FCR
- Written communication
- Phone communication
- Video call communication
- Attention to detail
- Documentation
- Follow-through
- AI tools
- Automation tools
- Membership support
- Subscription support
- Sales-adjacent inbox support
- Travel industry
- Commission structures
- Booking systems
- Macros
- Help center content
- SOPs
- AI chatbots
- Zapier
- No-code tools
- CRM
- HubSpot
Location
- New York City
Work Type
- Full-time
- Onsite
Experience Level
- 1-2+ years
Education Level
- Bachelor's degree or equivalent work experience
Salary/Compensations
- $60K–$80K + equity
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
About the Company
- Fora is a modern travel agency founded in 2021, empowering entrepreneurs to build thriving travel advisory businesses using AI, global supplier relationships, personalized training, and a community platform.
- The company aims to help the next generation of travel entrepreneurs turn their passion for travel into a fulfilling career.
- Fora is mission-driven, customer-obsessed, and integrates AI into every aspect of the advisor's workflow.
- The team consists of 250+ full-time employees based in downtown New York City.
- Fora has secured $60 million in Series D funding and has been recognized as a LinkedIn Top Startup (2024), Fast Company's Most Innovative Companies (2023 and 2025), and TIME's 100 Most Influential Companies (2026).
- Fora's values include forging their own path, being stronger together through community, believing in technology and AI, serving their community, and operating with a serious business mindset.
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 does 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.
- Authorization to work in the United States is required for full-time roles based in NYC; Fora is unable to sponsor or assist with U.S. work authorization.