# Support Operations Specialist

**Company:** [Fora](https://hotfix.jobs/companies/fora)
**Location:** New York, NY
**Role:** Customer Support
**Salary:** $70k – $100k/yr
**Experience:** 3+ years
**Skills:** Intercom, Zendesk, Sla, Csat, Aht, Fcr, BI Tools, Payment Processing Systems, Ai Chatbots, Documentation
**Posted:** 2026-04-28

> Deliver high-touch support for Fora X advisors, handling escalations, metrics, and process improvements in a fast-paced tech environment. Requires 3-5 years support/ops experience and strong communication skills.

## Job Description

## 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

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