# Support Lead, Flights

**Company:** [Fora](https://hotfix.jobs/companies/fora)
**Location:** New York, NY
**Role:** Support Engineering
**Salary:** $90k – $110k/yr
**Experience:** 5+ years
**Skills:** sabre, gds, phase iv exchanges, arc reconciliations, ndc, Intercom, front, Excel, Tableau, omni, AI Tools, chatbots
**Posted:** 2026-07-17

> Lead flight support operations for a travel advisor platform by triaging tickets, handling escalations, auditing quality, maintaining knowledge resources, and partnering with airlines. Requires 5+ years Sabre/GDS experience plus support/ops background.

## Job Description

## 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

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