Support Specialist

Key Responsibilities

• Deliver prompt, accurate, and empathetic support to Fora advisors via Intercom across all support queues (booking operations, account operations, finance operations, and advisor experience).
• Meet and exceed core support metrics (e.g., SLA compliance, CSAT, AHT, FCR).
• Independently investigate and resolve advisor inquiries end-to-end, escalating only when required.
• Write empathetic, clear messages to advisors, hotels, partners, and internal stakeholders.
• Maintain and improve macros, SOPs, and internal knowledge base articles across all queues.
• Become fluent in support tools (Intercom, internal BI dashboards, booking and payment systems).
• Drive initiatives to improve support scalability, including tooling enhancements, AI/chatbot optimization, and process automation.
• Help onboard and mentor new support team members, sharing cross-queue knowledge and best practices.

Requirements

• 1–2+ years of full-time experience in a customer support, help desk, or operations role, ideally within tech.
• Experience with ticketing platforms (e.g., Intercom, Zendesk).
• Familiarity with key support metrics (SLA, CSAT, AHT, FCR) and a track record of meeting or exceeding them.
• Strong written and verbal communication skills with a natural ability to empathize.
• Detail-oriented with strong follow-through, documentation habits, and organizational skills.
• Fast learner who thrives in dynamic, fast-paced environments.
• Empathetic, collaborative, and solutions-oriented mindset.
• Comfortable navigating technical tools and platforms; bonus for BI tools, payment processing systems, or AI chatbots.
• Based in NYC or open to relocation.
• Bachelor's degree or equivalent work experience.

Strongly Preferred

• Bilingual in Spanish.
• Experience working in fintech or a finance operations role.
• Background in travel industry — particularly comfort with commission structures, payment platforms, or booking systems.
• Exposure to analytics or customer experience tools.

Compensation & Benefits

• Base salary: $60K–$90K + equity (varies by experience and level).
• Unlimited vacation.
• Health Insurance (including an option completely covered by Fora).
• Dental & Vision Insurance.
• Wellhub Memberships.
• 401k plan with company match.
• Commuter Benefits.
• Supplemental Life Insurance.
• Stock Options.