Trust & Safety Operations Lead

Fora (Interview Calendar); New York (NY); On-site; USD 130,000 - 160,000; Full time

Benefits offered by this job

Health Insurance

Dental Insurance

Vision Insurance

Unlimited vacation

401k plan with company match

Stock Options

Commuter Benefits

Job summary

Fora is seeking a seasoned operations professional to lead high-scale, customer-facing enforcement and Trust & Safety initiatives from its New York City office. You will own end-to-end case management, de-escalation strategies, and multi-party dispute resolution, while building scalable processes and playbooks across AI-assisted tooling and multiple systems.

The role requires 5+ years in related operations, with 3+ years in enforcement, and a proven track record of owning end-to-end processes in

Qualifications

• 5+ years in customer-facing operations including 3+ years in Trust & Safety or enforcement functions
• Experience owning a process, a queue, or a team with documented decision quality across them
• Experience owning a verification, compliance, or review process end-to-end
• Proven ability to de-escalate complex, multi-party disputes with empathy and professionalism
• Strong written communication skills for nuanced enforcement communications
• Comfort with a multi-system tech stack and quick to learn new tools
• Based in NYC or willing to relocate; authorized to work in the US

Responsibilities

• Own end-to-end case management for advisor, client, and partner reports including chargebacks and fraud investigations
• Maintain SLA-adherent, audit-ready documentation and escalate high-severity cases
• Manage identity verification processes and playbooks with contract reviewers
• Draft communications and oversee AI-assisted case tooling with override capabilities
• Identify repetitive tasks to design out manual work and build rules, alerts, dashboards, and automations
• Define, track, and report core operational metrics and deliver weekly/bi-weekly leadership reports

Skills

Customer-facing operations

Trust & Safety

Policy decisions

De-escalation

Written communications

Multi-system tech stack

Process ownership

Tools

BI/Data warehouse platforms

Identity verification systems

AI-assisted case tooling

Workflow automation

Issue tracking tools

Job description

About Fora

Fora is the modern travel agency, 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 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'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. That's not just a philosophy about our product, it's how we build our team. Everyone at Fora gets hands-on with frontier AI tooling as part of the job. At Fora, you'll learn to be AI-fluent, with real experience applying AI to solve problems day to day, wherever you sit in the company.

Founded in 2021, Fora has grown to a team of 250+ full-time employees based in downtown New York City. 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).

Come build something that hasn’t existed before.

About The Role

Fora is a community of independent travel advisors — and trust is the foundation that community runs on. When a situation needs attention, this role is the first human voice our advisors, clients, and partners hear. It has to be the right one.

This isn’t a typical operational role. It sits at the forefront of three unique pillars: advisor communication, the operation behind it, and multi-party disputes. On any given day the work can run from tracking and communicating straightforward policy in line with our Community Guidelines to investigating chargebacks. Every day looks a little different.

It takes someone who can lead high-scale communication with empathy and precision, and who is operationally savvy enough to build the efficiency and reporting underneath it — energized by the case that doesn’t have an obvious answer, and then ready to own the system that handles the next hundred.

One thing shapes every decision here: our advisors are independent business owners. Advisors are building real businesses on top of Fora, so these conversations carry weight — and landing them well is some of the most satisfying work here. Done well, this work keeps the community strong and the partnerships behind it durable.

The people who thrive in this seat have already been the calm voice in a tense moment. They know de-escalation isn’t softness, it’s strategy, and that how you deliver a message matters as much as the message itself.

They’re also constitutionally unable to leave a manual process alone. The instinct to find the pattern behind a recurring problem and solve it once instead of fifty times will get real room to run here.

Key Responsibilities

• Own end-to-end case management for advisor, client, and partner reports — intake, investigation, enforcement decision, communication, and resolution — including chargeback and fraud investigations and the complex, multi-party disputes where accounts conflict and evidence is incomplete
• Hold a high-scale queue to defined SLA windows with audit-ready documentation, and escalated high-severity cases with a complete summary and recommended action
• Manage and optimize the identity verification (KYC) process end-to-end — owning the playbooks and decision thresholds and managing our distributed team of contract reviewers: define escalation criteria, set reviewer briefing standards, and hold decision quality and consistency across the team
• Serve as our primary enforcement communicator, and own the response template library behind it. Be the human decision layer over the team’s AI-assisted case tooling: review automated assessments and draft communications, override or escalated when the model misreads context, and translate recurring correction patterns into playbook, threshold, and template improvements
• Continuously operationalize the work — treating every repetitive manual task as a problem to be designed out rather than absorbed, and proposing or building the rules, alerts, dashboards, and automations that surface issues earlier. Where the build sits with another team, scope it clearly and work with them to sequence it against competing priorities
• Define, track and report on core T&S operational metrics — case volume, SLA adherence, resolution time, and enforcement action distribution — and deliver weekly and bi-weekly reporting to cross-functional leadership

Requirements

• 5+ years in customer-facing operations - support, account management, or customer success - including 3+ years in Trust & Safety or a directly adjacent enforcement function (content moderation, integrity, risk, fraud, or compliance operations) where you personally made and delivered policy decisions. Experience at a 1099 marketplace, gig economy, or independent contractor platform strongly preferred
• Track record of owning a process, a queue, or a team rather than only working one - you make calls within a framework, document your reasoning, and hold decision quality consistent across them
• Experience owning a verification, compliance, or review process end-to-end, including setting the standards distributed or contract reviewers work to and holding decision quality consistent across them
• Proven ability to de-escalate complex, multi-party disputes and deliver enforcement decisions with empathy, precision, and professionalism across a wide range of scenarios
• Strong written communication skills; able to draft nuanced, human-first enforcement communications across sensitive situations including suspensions, policy violations, and offboardings.
• Comfortable working across a multi-system tech stack, not just a single ticketing tool - including AI agent layers, internal admin tools, BI/data-warehouse platforms, identity verification systems, workflow automation, and issue tracking - and quick to pick up tools you haven’t used before.
• Demonstrated ability to build, not just operate — monitors, alerts, automated routing, or dashboards you created yourself, or a track record of scoping the right tool and partnering with its owners to ship it, with a clear focus on process improvement
• Based in NYC or willing to relocate; must be authorized to work in the US

Compensation

Compensation for this role varies based on experience, with an indicative range of $130K-$160K + equity. Final compensation will depend on the level at which the candidate is hired, as we’re considering multiple levels for this role.

• 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

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

Our Values

We’re forging our own path

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.

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.