Support Lead, Flights

As Fora’s advisor base grows, so does the complexity and volume of flight-related support needs. We’re looking for a Flights Support Lead to be the operational backbone of our flight support function, managing day-to-day support queues, proactively identifying and escalating issues, and ensuring our advisors have a seamless, high-quality experience. This role sits at the intersection of customer support, flight operations, and partner management. It’s a great fit for someone who thrives in fast-moving environments and has a passion for building great support experiences., * 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.

• 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

Pulled from the full job description

• 401(k)
• Health insurance
• Vision insurance
• Dental insurance
• Stock options
• Life insurance
• Commuter assistance, Compensation for this role varies based on experience, with an indicative range of $90k-$110k + equity. Final compensation will depend on the level at which the candidate is hired, as we’re considering multiple levels for this role.

Other Benefits include:

• 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

This role is based in our beautiful New York City office (Tribeca/Fidi) with lots of natural light and great views.

Fora is the modern travel agency, empowering anyone with a passion for travel to build a thriving advisory business. We’re modernizing the $100B+ travel agency industry by combining powerful technology, data, and community to enable thousands of entrepreneurs to build on our platform. Our business-in-a-box platform gives travel entrepreneurs everything they need to launch and scale, from cutting-edge tools and personalized training to a vibrant community and exclusive industry partnerships. At the heart of it all is 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. We believe that everyone, from seasoned professionals to first-time advisors, can build something both profitable and personal.

Founded in 2021 by seasoned entrepreneurs, Fora has grown steadily since, expanding to a team of 200+ full-time employees based in downtown New York City. In 2026, we announced our $60 million Series D investment round, led by Forerunner and Tactile Ventures, with continued participation from existing investors Thrive Capital, Insight Partners, and Heartcore Capital. We’ve also been recognized as a LinkedIn Top Startup 2024, Fast Company’s Most Innovative Companies 2025 and 2023, and we were most recently recognized as one of the TIME100 Most Influential Companies 2026.

We’re building the first truly unified platform for all travel needs-leveraging the best of human expertise and technology to transform how people plan and book travel., Fora has always been about driving change within the industry. We’re not interested in maintaining the status quo.

We’re stronger together

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.

We believe in technology

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.

We’re here to serve

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.

We mean business

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.