About The RoleForum is where Fora advisors go to connect, trade ideas, and learn from one another. The community is made up of advisors at very different stages, with very different books of business, and no two questions are ever the same. As our Community Support Lead, you'll be the dedicated HQ owner of that space. You'll answer advisors' questions directly, keep conversations organized and welcoming, and make sure Forum stays a place advisors trust.
This role is built to be shaped. You'll decide how we moderate, how we escalate, and how we support advisors when they come to Forum with questions, and you'll work with Trust & Safety, the Support team, Advisor Success, and Fora X to protect advisor integrity as we grow. Over your first year, you'll define and meet real SLAs, stand up community health reporting, and turn what advisors are asking about into insight for our broader support strategy, making Forum a core pillar of how Fora supports its advisors. You'll report to the Senior Manager, Support Operations.
Key Responsibilities- Forum presence and advisor support: Monitor Forum throughout the day, answer advisor questions, and point advisors to the right resources across the Help Center, Forum, or Portal.
- Forum organization and moderation: Keep Forum organized by re-threading posts, moving miscategorized content, and redirecting questions. Moderate against Community Guidelines through the established policy-flag workflow, in partnership with Trust & Safety.
- Escalation and trend-spotting: Surface urgent issues and recurring advisor pain points to the right teams at HQ, including Support Operations leadership, to inform broader support strategy.
- Community programming: Build lightweight rituals and programming that keep the community engaged, such as intros, spotlights, and discussion prompts.
- Community health reporting: Track and report on community health metrics, including engagement, response times, sentiment, and flag volume.
Requirements- 3+ years of full-time experience in customer support, online community management, or another member-facing support role
- 1+ year of hands-on experience moderating a community and enforcing written guidelines
- Experience using a ticketing or escalation workflow to route issues to another team
- Experience working with a policy, compliance, or Trust & Safety-type team
- Experience building or documenting a process from scratch in a new or evolving role
- Hands-on experience with Circle or a comparable community platform (such as Discourse or Mighty Networks)
- Experience reporting on support or community metrics, such as response time, volume, or sentiment
- Based in NYC or willing to relocate
Strongly Preferred- Experience supporting an online community of 1,000+ members
- A background in the travel industry, customer-facing service, or similar people-first roles
- Exposure to AI chatbots, Zapier, or no-code tools
CompensationCompensation for this role varies based on experience, with an indicative range of $80K-$100K + 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 New York City office (Tribeca/FiDi) Monday through Thursday, with work from home optional on Fridays. Hours are 9am-6pm.
