What are the responsibilities and job description for the Advisor Support & Operations Specialist position at Fora Travel?
Fora is the modern travel agency, redefining what it means to be a travel advisor in today's world. We're a next-generation platform that provides a comprehensive, business-in-a-box solution—combining cutting-edge technology, personalized training, a vibrant community, and exclusive industry partnerships—all designed to empower anyone with a passion for travel to turn that passion into a thriving business. Whether you're a travel enthusiast or an experienced professional, Fora equips you with everything needed to launch and scale a successful travel advisory business, making it the ultimate way to align work with your lifestyle.
At the heart of Fora is our mission: to enable 100,000 entrepreneurs to transform their love for travel into a fulfilling full-time or part-time career, offering unparalleled flexibility, autonomy, and support. We believe that everyone, from seasoned travel professionals to first-time entrepreneurs, can build a career that's both profitable and aligned with their passions.
Our platform combines innovative technology with the human touch, offering:
- Best-in-class training programs to help agents develop expert knowledge, no matter their starting point.
- A powerful suite of tools for booking, client management, and marketing, ensuring agents can focus on delivering exceptional travel experiences.
- Access to an engaged community of fellow advisors, fostering collaboration, support, and shared learning.
- Exclusive partnerships with top travel brands, providing access to competitive rates, perks, and experiences that elevate advisors' offerings.
Since our founding in 2021 by experienced travel entrepreneurs Henley Vazquez, Jake Peters, and Evan Frank, Fora has experienced rapid growth, expanding to a team of 70 full-time employees based in downtown New York City. We are proud to be backed by an incredible group of investors, including Forerunner Ventures, Insight Partners, and Heartcore Capital, whose support underscores our commitment to building a platform that not only revolutionizes the travel industry but also creates meaningful opportunities for individuals everywhere.
Fora is a mission-driven company that believes in the power of entrepreneurship, community, and passion. As we continue to grow, we are looking for more talented and like-minded individuals to join our team - people who are excited about transforming the travel space and helping us scale our vision globally.
- Manage the onboarding inbox and support queue in Intercom
- Implement ticket routing systems and tagging strategies to track and report on support metrics and SLA performance
- Respond to advisor inquiries with empathy and efficiency
- Build and maintain the team's knowledge base for consistent advisor communications
- Identify opportunities for and implement process improvements based on support trends, such as creating new Help Center articles, updating internal workflows, or proposing product enhancements
- Manage cross-functional projects to address common advisor pain points, including gathering requirements, coordinating with relevant teams, and measuring impact
- Partner with Product Operations to design, test, and optimize automated email campaigns for advisor onboarding, milestone achievements, and re-engagement
- Coordinate with the Product team to document and prioritize product-related support tickets, ensuring advisor feedback reaches the right stakeholders
- Coordinate monthly NPS (Net Promoter Score) survey sends and compile results
- Track and analyze key support metrics and advisor feedback
- Present insights on contact reasons and trends in Advisor Experience meetings
- 1-3 years of prior professional experience, in a high-growth startup environment or in a customer-facing or operations role.
- Bachelor's degree in Business, Communications, or a related field, or equivalent experience.
- Demonstrated proficiency in written and verbal communication with customers or clients.
- Demonstrated ability to analyze data, identify key themes, and generate actionable insights.
- A passion for ensuring customer (advisor) success and a deep understanding of customer needs and challenges.
- Ability to thrive in a fast-paced, high-growth startup environment with a willingness to learn and adapt quickly.
- Familiarity with CRM systems and support tools; ability to quickly learn new software and systems.
- Proven experience in customer support or a related field, preferably in a tech or startup environment.
Salary: $70-$80k equity
- Unlimited vacation
- Health Insurance (including an option completely covered by Fora HQ)
- Dental & Vision Insurance
- 401k plan
- Commuter Benefits
- Classpass Membership & Gym Access
- Supplemental Life Insurance
- Stock Options
This role is based in New York City with a hybrid WFH & office schedule (Monday-Thursday are our in-office days, with flexibility for Friday at your preference).
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.
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WORK AUTHORIZATION
You must have authorization to work in the United States. Fora is unable to assist applicants with obtaining work authorization.
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.
Salary : $70,000 - $80,000
