About The Role

As Fora's advisor base grows, so does the complexity and volume of flight-related support. We're looking for a Support Manager, Flights to own the quality of our flight support function end to end: the person who resolves complex advisor needs, moves us from reactive to proactive support, and raises the bar on how advisors experience the Flights Desk.

Reporting to the Head of Flights, this role will be the primary decision maker on complex advisor escalations, the owner of support quality and SLAs across our channels, and the driver of proactive improvements to how we serve advisors, including stratifying support based on advisor status. The Support Manager, Flights will partner closely with our offshore Flights Desk team, Product Operations, and our flight partners.

Deep GDS knowledge is the crux of this role. This is a highly visible, hands-on role for someone who thrives on ownership, variety, and building operational excellence in a fast-moving environment.
Key Responsibilities

• Own Advisor Escalations: Serve as the primary owner and final escalation point for complex and sensitive flight-related cases, making the call on high-stakes advisor needs.
• Own Support Quality and SLAs: Own the quality and responsiveness of flight support across Front, Intercom, and our emergency phone line, running regular audits to evaluate quality, identify gaps, and hold the function to a consistently high standard.
• Drive Proactive Support: Move the function from reactive to proactive, including building support that is stratified by advisor status, and get ahead of recurring issues before they become escalations.
• Train and Level Up the Offshore Team: Partner with our offshore Flights Desk team to train, upskill, and improve everyday support quality, and develop targeted trainings to close recurring gaps.
• Build the Knowledge Base: Keep our internal tooling, documentation, and live support resources accurate and current so advisors and the desk always have real-time guidance, reducing re-escalation to HQ and Product.
• Expand and Improve Emergency Support: Own an expanded booking and emergency support experience, auditing the current offerings, identifying gaps, and implementing solutions.
• Partner Cross-Functionally: Work closely with Product Operations as our self-booking tooling evolves, and coordinate with Communications, Finance, and our flight partners to ensure smooth execution. Proactively flag support trends and recurring issues to partners.
• Track Performance: Track and analyze volume, turnaround time, escalation trends, and efficiency, and use those insights to prioritize high-impact process improvements.
• Manage Fraud and Feedback: Monitor for and respond to fraudulent activity, documenting cases for tracking, and monitor advisor feedback channels to resolve issues before they escalate.

Requirements

• 5+ years of Sabre or GDS experience, including familiarity with Phase IV exchanges, ARC reconciliations, and NDC content - this is a hard requirement and the core of the role
• 5+ years of relevant work experience, with a strong customer service background and demonstrated tact and empathy in advisor or client-facing environments
• Proven track record of improving support operations against measurable targets (e.g. SLA, response time, CSAT), including administering ticketing platforms such as Front or Intercom
• Excellent problem-solving and process-improvement skills, with the ability to think both strategically and tactically
• Experience creating dashboards, tracking metrics, and forecasting using tools like Excel, Tableau, Omni, or similar BI/analytics tools
• Comfortable with and creative when using AI tools such as Claude Code, Codex, and more
• Strong written and verbal communication skills and unwavering attention to detail
• Self-starter who is comfortable working independently, taking initiative, and operating effectively in a fast-moving, ambiguous environment
• Authorized to work in the US and currently based in NYC or willing to relocate

Strongly Preferred

• Basic understanding of AI tools in customer support automation (e.g. chatbots, AI-driven FAQs)
• Advanced Excel skills
• MBA or other relevant advanced degree

Compensation

Compensation for this role varies based on experience, with an indicative range of $100k-$130k + equity. Final compensation will depend on the level at which the candidate is hired, as we're considering multiple levels for this role.

Other Benefits include:

• Unlimited vacation
• Health Insurance (including an option completely covered by Fora HQ)
• Dental & Vision Insurance
• ClassPass Memberships
• 401k plan
• 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.