Booking Operations Support Lead

Key Responsibilities

• Deliver prompt, accurate, and empathetic support to Fora advisors via Intercom, with deep expertise in booking operations
• Meet and exceed core support metrics (SLA, CSAT, AHT, FCR) both personally and across the team you oversee
• Serve as the primary escalation point for all booking operations inquiries, independently investigating and resolving complex issues end-to-end
• Develop deep expertise in Fora's booking systems, GDS integrations, and supplier relationships to serve as the internal subject matter expert
• Manage and develop a distributed, global contractor support team — setting clear expectations, maintaining quality standards, and ensuring adequate coverage
• Communicate directly with hotels via phone and written alerts to resolve reservation issues, missing or mismatched rates, and promotions not reflected on the portal
• Search logs and run queries to extract rate information and identify discrepancies affecting bookings
• Surface systemic issues and trends to cross-functional partners in Product, Engineering, and Finance — driving upstream fixes that reduce support volume over time
• Maintain and improve macros, SOPs, and internal knowledge base articles to keep pace with evolving products and policies
• Drive initiatives to improve support scalability, including tooling enhancements, AI/chatbot optimization, and process automation
• Onboard and mentor new support team members, sharing cross-queue knowledge and best practices

Requirements

• 3–5+ years in customer support, help desk, or operations — ideally in tech or travel — with at least 1–2 years in a lead or senior IC capacity
• Prior experience managing or mentoring a team, including global or distributed teams
• Proficiency with ticketing platforms (e.g., Intercom, Zendesk) and fluency in core support metrics (SLA, CSAT, AHT, FCR)
• Proven ability to build scalable workflows, SOPs, and escalation processes
• Strong written and verbal communication skills with a natural ability to empathize with advisors
• Strategic thinker who can balance hands-on execution with longer-term function building
• Detail-oriented with strong organizational skills and a technical aptitude for navigating internal tools, logs, and queries
• Comfortable with ambiguity and driving structure in a fast-paced, high-growth environment
• Based in NYC or open to relocation
• Bachelor's degree or equivalent work experience

Strongly Preferred

• Background in the travel industry — particularly comfort with GDS systems, booking platforms, or supplier relationships
• Experience contributing to process improvement initiatives, documentation, or operational playbooks
• Exposure to analytics or customer experience tools

Compensation

Compensation for this role varies based on experience, with an indicative range of $70K–$100K + equity. Final compensation will depend on the level at which the candidate is hired, as we're considering multiple levels for this role.

Additional benefits include: 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, and Stock Options.