Support Lead, Flights

Responsibilities

• Own complex and sensitive flight-related advisor escalations as the final escalation point.
• Own support quality and SLAs across Front, Intercom, and the emergency phone line; run regular quality audits.
• Shift support from reactive to proactive, including stratifying support by advisor status and addressing recurring issues.
• Train and upskill the offshore Flights Desk team and develop targeted training to close recurring gaps.
• Maintain accurate internal tooling, documentation, and live support resources.
• Expand and improve booking and emergency support by auditing offerings, identifying gaps, and implementing solutions.
• Partner with Product Operations, Communications, Finance, and flight partners as self-booking tooling evolves.
• Track support volume, turnaround time, escalation trends, and efficiency to prioritize process improvements.
• Monitor and respond to fraudulent activity and advisor feedback.

Requirements

• 5+ years of Sabre or GDS experience, including Phase IV exchanges, ARC reconciliations, and NDC content.
• 5+ years of relevant work experience with a strong customer service background and tact and empathy in advisor- or client-facing environments.
• Track record of improving support operations against measurable targets such as SLA, response time, and CSAT.
• Experience administering ticketing platforms such as Front or Intercom.
• Excellent problem-solving and process-improvement skills.
• Experience creating dashboards, tracking metrics, and forecasting with Excel, Tableau, Omni, or similar analytics tools.
• Comfort using AI tools such as Claude Code and Codex.
• Strong written and verbal communication skills and close attention to detail.
• Ability to work independently and take initiative in a fast-moving, ambiguous environment.
• Authorized to work in the US and currently based in NYC or willing to relocate.

Strongly Preferred

• Basic understanding of AI tools for customer-support automation, including chatbots and AI-driven FAQs.
• Advanced Excel skills.
• MBA or another relevant advanced degree.

Compensation and Benefits

• Indicative compensation range: $100,000–$130,000 plus equity; final compensation depends on experience and hiring level.
• Unlimited vacation.
• Health insurance, including an option fully covered by Fora HQ.
• Dental and vision insurance.
• ClassPass memberships.
• 401(k) plan.
• Commuter benefits.
• Supplemental life insurance.
• Stock options.