<div class="content-intro"><h2><strong>About Fora</strong></h2>
<p class="font-claude-response-body break-words whitespace-normal">Fora is the <strong>modern travel agency,</strong> empowering the next generation of entrepreneurs to build thriving travel advisory businesses. We're modernizing the $100B+ travel industry with AI woven through every part of the advisor's workflow, plus global supplier relationships, personalized training, and a vibrant community, all in one place. That's what lets advisors build businesses that scale, while their taste and service create trips no algorithm alone could plan. At the heart of it all is <strong>our mission: to help the next generation of travel entrepreneurs turn their love for travel into a fulfilling career, whether full-time or part-time.</strong></p>
<p class="font-claude-response-body break-words whitespace-normal">The same idea shapes
how we work. We're mission-driven and obsessed with our customers, and we believe humans and AI are both essential: the best work here comes from people and technology at their best, together.</p>
<p class="font-claude-response-body break-words whitespace-normal">Founded in 2021, Fora has grown to a team of<strong> 200+ full-time employees based in downtown New York City</strong>. In 2026, we closed a $60 million Series D led by Forerunner and Tactile Ventures, with continued backing from Thrive Capital, Insight Partners, and Heartcore Capital. We've been named a LinkedIn Top Startup (2024), one of Fast Company's Most Innovative Companies (2023 and 2025), and one of TIME's 100 Most Influential Companies (2026).</p>
<p class="font-claude-response-body break-words whitespace-normal">Come build something that hasn't existed before.</p>
<p class="font-claude-response-body break-words whitespace-normal">&nbsp;</p>
<p>&nbsp;</p></div><h2><strong>
About
The Role</strong></h2>
<p>As Fora continues to scale our global advisor community and enhance our product offerings, the volume and complexity of booking-related support inquiries are growing rapidly. We're seeking a <strong>Booking Operations Support Lead </strong>to join our high-performing Support team — you'll play a crucial role in ensuring timely, accurate, and empathetic support for our advisor community, with a dedicated focus on booking operations.</p>
<p>The Booking Operations Support Lead will serve as the primary escalation point for all booking operations inquiries, reporting to the Senior Manager of Support Operations and collaborating cross-functionally with peers in Support, Product Operations, Advisor Experience, Finance, and Engineering. You'll also manage and develop a distributed, global contractor support team, ensuring consistent quality and coverage across booking operations.</p>
<p>This is a unique opportunity for someone ready to step into a leadership role at the intersection of support and operations. You'll partner with Support Operations leadership to help shape and formalize the Booking Operations Support function — defining its scope, workflows, and long-term roadmap. You'll own complex booking escalations end-to-end, manage a global contractor support team and drive meaningful improvements to tooling and processes, all while staying close to the advisor experience that sits at the heart of Fora.</p>
<p>&nbsp;</p>
<h2><strong>Key
Responsibilities</strong></h2>
<ul>
<li>Deliver prompt, accurate, and empathetic support to Fora advisors via Intercom, with deep expertise in booking operations</li>
<li>Meet and exceed core support metrics (SLA, CSAT, AHT, FCR) both personally and across
the team you oversee</li>
<li>Serve as the primary escalation point for all booking operations inquiries, independently investigating and resolving complex issues end-to-end</li>
<li>Develop deep expertise in Fora's booking systems, GDS integrations, and supplier relationships to serve as the internal subject matter expert</li>
<li>Manage and develop a distributed, global contractor support team — setting clear expectations, maintaining quality standards, and ensuring adequate coverage</li>
<li>Communicate directly with hotels via phone and written alerts to resolve reservation issues, missing or mismatched rates, and promotions not reflected on the portal</li>
<li>Search logs and run queries to extract rate information and identify discrepancies affecting bookings</li>
<li>Surface systemic issues and trends to cross-functional partners in Product, Engineering, and Finance — driving upstream fixes that reduce support volume over time</li>
<li>Maintain and improve macros, SOPs, and internal knowledge base articles to keep pace with evolving products and policies</li>
<li>Drive initiatives to improve support scalability, including tooling enhancements, AI/chatbot optimization, and process automation</li>
<li>Onboard and mentor new support team members, sharing cross-queue knowledge and best practices</li>
</ul>
<p>&nbsp;</p>
<h2><strong>
Requirements</strong></h2>
<ul>
<li>3–5+ years in customer support, help desk, or operations — ideally in tech or travel — with at least 1–2 years in a lead or senior IC capacity</li>
<li>Prior experience managing or mentoring a team, including global or distributed teams</li>
<li>Proficiency with ticketing platforms (e.g., Intercom, Zendesk) and fluency in core support metrics (SLA, CSAT, AHT, FCR)</li>
<li>Proven ability to build scalable workflows, SOPs, and escalation processes</li>
<li>Strong written and verbal communication skills with a natural ability to empathize with advisors</li>
<li>Strategic thinker who can balance hands-on execution with longer-term function building</li>
<li>Detail-oriented with strong organizational skills and a technical aptitude for navigating internal tools, logs, and queries</li>
<li>Comfortable with ambiguity and driving structure in a fast-paced, high-growth environment</li>
<li>Based in NYC or open to relocation</li>
<li>Bachelor's degree or equivalent work experience</li>
</ul>
<p>&nbsp;</p>
<h2><strong>Strongly Preferred</strong></h2>
<ul>
<li>Background in the travel industry — particularly comfort with GDS systems, booking platforms, or supplier relationships</li>
<li>Experience contributing to process improvement initiatives, documentation, or operational playbooks</li>
<li>Exposure to analytics or customer experience tools</li>
</ul>
<p>&nbsp;</p>
<h2><strong>
Compensation</strong></h2>
<p>
Compensation for this role varies based on experience, with an indicative range of $70K–$100K + equity. Final
compensation will depend on the level at which the candidate is hired, as we're considering multiple levels for this role.</p>
<p>Additional
benefits include: Unlimited vacation, Health Insurance (including an option completely covered by Fora HQ), Dental &amp; Vision Insurance, Wellhub Memberships, 401k plan with company match, Commuter
Benefits, Supplemental Life Insurance, and Stock Options.</p>
<p><em>This role is based in our beautiful New York City office (Tribeca/Fidi) with lots of natural light and great views.</em></p><div class="content-conclusion"><h2><strong>Our Values</strong></h2>
<p><strong>We’re forging our own path</strong></p>
<p>Fora has always been about driving change within the industry. We’re not interested in maintaining the status quo.&nbsp;</p>
<p><strong>We’re stronger together</strong></p>
<p>Community is our cornerstone and collective power is our strength. We believe we can all go further when we operate together, using our combined leverage to unlock better opportunities and outcomes for our advisors, partners, and travelers.</p>
<p><strong>We believe in technology</strong></p>
<p>We believe technology is an answer to some of the most fundamental challenges the travel industry faces. We believe advancements in AI, bold investments in our platforms, and a world-class data infrastructure will transform the work of our advisors and our partners, while creating better travel experiences for travelers.</p>
<p><strong>We’re here to serve</strong></p>
<p>We operate in service of our community and believe that when they’re empowered to focus on what they do best, we all win. It’s why we relentlessly advocate for our advisors and prioritize their best interest every step of the way.</p>
<p><strong>We mean business</strong></p>
<p>Fora is equal parts fun, meaningful work and serious travel business. We’re unlocking opportunities for thousands of travel entrepreneurs, delivering a stream of high-quality guests at scale for our partners, and providing a superior travel experience for our travelers. It’s a better equation for the future of our industry.</p>
<p>&nbsp;</p>
<hr>
<p>&nbsp;</p>
<p><strong>WORK AUTHORIZATION</strong></p>
<p>Authorization to work in the United States is required for full-time roles based in our New York City office. Fora is unable to sponsor or assist with U.S. work authorization. Roles based outside of the United States are not subject to this requirement.</p>
<p><strong>EQUAL OPPORTUNITY</strong></p>
<p>Fora is committed to an equitable hiring process and an inclusive work environment. BIPOC and traditionally underrepresented candidates are strongly encouraged to apply. We will not discriminate and will take action to ensure against discrimination in employment, recruitment, advertisements for employment,
compensation, termination, upgrading, promotions, and other conditions of employment against any employee or job applicant on the bases of race, color, gender, national origin, age, religion, creed, disability, veteran's status, sexual orientation, gender identity, gender expression or any other characteristic protected by law.</p></div>
About Fora
Fora is a travel agency platform that connects travelers with independent travel advisors for trip planning and booking services. The platform provides advisors with technology, training resources, operational support, and a professional community to help them manage their travel advisory businesses. Advisors use the platform to plan itineraries, book accommodations, transportation, cruises, tours, and other travel experiences for clients. Fora also manages administrative functions such as booking workflows and commission processing to support advisor operations. The company serves both travelers seeking personalized travel planning and independent advisors building travel-related businesses through its platform.
