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# Support Lead, Flights

- **Company:** POZTO, INC.
- **Location:** New York, NY, United States
- **Experience:** Expert
- **Salary:** $90,000.0 - $110,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Excel, Artificial Intelligence, Fraud Prevention and Detection, Sabre (Computer System), Tableau (Software), Chatbots, Tools for Reporting
- **Published:** July 19, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=241dcfaa8ecf2daf

## About the Role

* 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

## Description

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.


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