Support Operations Specialist

Key Responsibilities

• Deliver prompt, accurate, and empathetic support to Fora X Advisors via Intercom across all queues — including account operations, finance operations, booking operations, and advisor experience inquiries.
• Meet and exceed core support metrics (e.g., SLA compliance, CSAT, AHT, FCR).
• Serve as the first line of resolution for Fora X escalations, fully investigating and attempting resolution before routing to senior leadership.
• Partner closely with the Advisor Experience team on high-touch scenarios including retention concerns, sensitive client situations, and complex supplier relationships.
• Provide live, high-touch support via phone or Zoom when advisors need real-time assistance or when complex issues require a personal conversation.
• Flag unresponded Fora X tickets and potential churn risks proactively.
• Maintain and improve macros, SOPs, and internal documentation for Fora X support workflows.
• 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.

Requirements

• 3-5 years of full-time experience in a customer support, help desk, or operations role, ideally within the tech space
• Experience with ticketing platforms (e.g., Intercom, Zendesk)
• Solid understanding of key support metrics such as SLA, CSAT, AHT, and FCR
• Strong written and verbal communication skills
• Detail-oriented with strong documentation and follow-through habits
• Fast learner who thrives in dynamic, fast-paced environments
• Comfortable being a liaison between high-value advisors and internal stakeholders
• Familiarity with BI tools, payment processing systems, or AI chatbots
• Background in financial operations or the travel industry is a strong plus — particularly comfort with commission structures, payment platforms, or booking systems
• Based in NYC or open to relocation
• Bachelor's degree or equivalent work experience

Strongly Preferred

• Background in financial operations, including exposure to commissions, payment workflows, or reconciliation processes
• Experience contributing to process improvement initiatives, documentation, or operational playbooks
• Exposure to customer experience or analytics tools that inform support strategy and decision-making

Compensation & Benefits

• Indicative range of $70K–$100K + equity
• 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