Support Lead, Flights

Key Responsibilities

• Manage Inbound Support: Own and triage Intercom and Front tickets across all partner channels, ensuring timely and high-quality responses that meet SLAs.
• Handle Escalations: Monitor and respond to advisor escalations, coordinating with the broader Flight Operations team to resolve complex advisor issues.
• Ensure Ongoing Quality: Perform regular audits of the emergency phone line and flights inbox to evaluate support quality, identify areas for improvement, and develop targeted trainings to address recurring gaps.
• Maintain Data and Training Sources: Keep our internal information tooling up to date with new information, training updates, and live support resources so advisors always have accurate, real-time guidance.
• Partner Communication: Proactively reach out to partners to flag support trends, recurring issues, or patterns that require attention.
• Webinar Coordination: Set up and manage webinar logistics, including registration instructions and advisor-facing communications.
• Fraud Management: Monitor for and respond to fraudulent activity, escalating appropriately and documenting cases for tracking and reporting.
• Advisor Feedback Monitoring: Monitor the flight partners feedback page, flag negative feedback, and proactively reach out to affected advisors to resolve issues before they escalate.

Requirements

• 5+ years of Sabre or GDS experience, including familiarity with Phase IV exchanges, ARC reconciliations, and NDC content.
• 2+ years of experience in customer support, product operations, or a similar field.
• Proficiency in administering ticketing platforms (e.g., Intercom) and a proven track record of improving support operations (e.g., SLA, response time, CSAT).
• Basic understanding of AI tools, particularly in customer support automation (e.g., chatbots, AI-driven FAQs).
• Experience creating dashboards, tracking metrics, and forecasting using tools like Excel, Tableau, Omni, or similar BI/analytics tools.
• Excellent written and verbal communication.
• Empathy for advisors and a personable, service-oriented approach.
• Unwavering attention to detail.
• Self-starter with a strong sense of initiative and ownership.

Compensation & Benefits

Compensation for this role varies based on experience, with an indicative range of $90k–$110k + equity.

Benefits

• Unlimited vacation
• Health Insurance (including an option completely covered by Fora HQ)
• Dental & Vision Insurance
• ClassPass Memberships
• 401k plan
• Commuter Benefits
• Supplemental Life Insurance
• Stock Options