Support Specialist

Traveltechessentialist; New York (NY); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Unlimited vacation

Health Insurance

401k plan with company match

Stock Options

Job summary

Traveltechessentialist is seeking a Support Specialist to enhance our Product Operations & Support team in New York City. This role focuses on providing empathetic assistance to our advisor community across several support queues.

Ideal candidates will have customer support experience and familiarity with ticketing systems like Intercom. Additional benefits include unlimited vacation, health insurance, and stock options. Candidates must be authorized to work in the U.S.

Qualifications

• 1–2+ years of full‑time experience in customer support or operations role.
• Experience with ticketing platforms like Intercom or Zendesk.
• Familiarity with support metrics like SLA and CSAT.

Responsibilities

• Deliver prompt, accurate support to Fora advisors via Intercom.
• Investigate and resolve advisor inquiries end-to-end.
• Write empathetic messages and compose communications.

Skills

Customer Support Experience

Ticketing Platforms (Intercom, Zendesk)

SLA and CSAT Metrics

Strong Communication Skills

Detail-oriented

Empathetic Mindset

Technical Tools Navigation

Education

Bachelor’s degree or equivalent work experience

Job description

About The Role

We're looking for a Support Specialist to join our growing Product Operations & Support team. This role is designed for someone who thrives on variety — you'll work across four core support queues, ensuring our advisor community receives fast, accurate, and empathetic help no matter the issue.

As a Support Specialist, you'll develop working fluency across booking operations, account operations, finance operations, and advisor experience — handling everything from GDS rate discrepancies and commission inquiries to account changes, training questions, and policy guidance. You'll be the connective tissue across our support function, able to context‑switch between a booking escalation and a certification question without missing a beat.

As we scale toward 24×7 global support and expand our product offerings — including AI chatbots and new Portal features — you'll play a crucial role in ensuring seamless, high‑quality support across every touchpoint.

This role sits within the Support team and reports to the Senior Manager of Support Operations. It partners closely with cross‑functional teams including Product Operations, Advisor Experience, Finance, and the broader Support organization.

Key Responsibilities

• Deliver prompt, accurate, and empathetic support to Fora advisors via Intercom across all support queues.
• Meet and exceed core support metrics (SLA compliance, CSAT, AHT, FCR).
• Independently investigate and resolve advisor inquiries end‑to‑end, escalating to senior leadership only when required.
• Write empathetic, clear messages to advisors — and when needed, compose concise communications to hotels, partners, and internal stakeholders.
• Maintain and improve macros, SOPs, and internal knowledge base articles across all queues to keep pace with evolving products and policies.
• Become fluent in support tools (Intercom, internal BI dashboards, booking and payment systems).
• Drive initiatives to improve support scalability, including tooling enhancements, AI/chatbot optimization, and process automation.
• Help onboard and mentor new support team members, sharing cross‑queue knowledge and best practices.

Requirements

• 1–2+ years of full‑time experience in a customer support, help desk, or operations role, ideally within the tech space.
• Experience with ticketing platforms (Intercom, Zendesk).
• Familiarity with key support metrics such as SLA, CSAT, AHT, and FCR and a track record of meeting or exceeding them.
• Strong written and verbal communication skills with a natural ability to empathize with and assist advisors effectively.
• Detail‑oriented with strong follow‑through, documentation habits, and organizational skills.
• Fast learner who thrives in dynamic, fast‑paced environments.
• Empathetic, collaborative, and solutions‑oriented mindset.
• Comfortable navigating technical tools and platforms; bonus points for familiarity with BI tools, payment processing systems, or AI chatbots.
• Based in NYC or open to relocation.
• Bachelor’s degree or equivalent work experience.

Strongly Preferred

• Bilingual in Spanish.
• Experience working in fintech or a finance operations role.
• Background in travel industry — particularly comfort with commission structures, payment platforms, or booking systems.
• Exposure to analytics or customer experience tools.

Compensation

Compensation for this role varies based on experience, with an indicative range of $60K–$90K + equity. Final compensation will depend on the level at which the candidate is hired, as we’re considering multiple levels for this role.

Additional benefits include:

• Unlimited vacation
• Health Insurance (including an option completely covered by Fora HQ)
• Dental & Vision Insurance
• Wellhub Memberships
• 401k plan with company match
• Commuter Benefits
• Supplemental Life Insurance
• Stock Options

Work Authorization

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.

Equal Opportunity

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.