Support Specialist
Support Specialist providing prompt, empathetic help to travel advisors across booking, account, finance, and experience queues. Requires 1-2 years customer support experience, strong metrics performance, and comfort with technical tools; NYC-based.
About the job
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.
Skills
Intercom, Zendesk, Bi Dashboards, Customer Support, Ticketing Systems, Sla, Csat, Aht, Fcr, Ai Chatbots
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