About The Role

As Fora continues to scale its global advisor community and expand its product offerings, the volume and complexity of support inquiries are increasing. The Support Operations Specialist, Fora X is a newly created role focused on delivering a distinct, high-touch support experience for Fora's highest-value advisors. This segment represents a meaningful share of company revenue and requires a thoughtful, responsive, and operationally strong approach to support.

This role sits within the Support team and reports to the Support Operations Lead. It partners closely with cross-functional teams including Advisor Experience, Finance, Product Operations, and the broader Support organization. The Support Operations Specialist will own Fora X inquiries end to end, reducing reliance on senior leadership for escalations and ensuring a seamless, high-quality advisor experience.

This is a hands-on, evolving role with the opportunity to define what best-in-class support looks like for Fora X. The ideal candidate is excited to operate at the intersection of support and operations, contributing to both day-to-day execution and longer-term improvements in workflows, tooling, and scalability.
Key Responsibilities

• Deliver prompt, accurate, and empathetic support to Fora X Advisors via Intercom across all queues - including account operations, finance operations, booking operations, and advisor experience inquiries.
• Meet and exceed core support metrics (e.g., SLA compliance, CSAT, AHT, FCR).
• Serve as the first line of resolution for Fora X escalations, fully investigating and attempting resolution before routing to senior leadership.
• Partner closely with the Advisor Experience team on high-touch scenarios including retention concerns, sensitive client situations, and complex supplier relationships.
• Provide live, high-touch support via phone or Zoom when advisors need real-time assistance or when complex issues require a personal conversation.
• Flag unresponded Fora X tickets and potential churn risks proactively.
• Maintain and improve macros, SOPs, and internal documentation for Fora X support workflows.
• 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.

Requirements

• 3-5 years of full-time experience in a customer support, help desk, or operations role, ideally within the tech space
• Experience with ticketing platforms (e.g., Intercom, Zendesk)
• Solid understanding of key support metrics such as SLA, CSAT, AHT, and FCR
• Strong written and verbal communication skills
• Detail-oriented with strong documentation and follow-through habits
• Fast learner who thrives in dynamic, fast-paced environments
• Comfortable being a liaison between high-value advisors and internal stakeholders
• Familiarity with BI tools, payment processing systems, or AI chatbots
• Background in financial operations or the travel industry is a strong plus - particularly comfort with commission structures, payment platforms, or booking systems
• Based in NYC or open to relocation
• Bachelor's degree or equivalent work experience

Strongly Preferred

• Background in financial operations, including exposure to commissions, payment workflows, or reconciliation processes
• Experience contributing to process improvement initiatives, documentation, or operational playbooks
• Exposure to customer experience or analytics tools that inform support strategy and decision-making

Compensation

Compensation for this role varies based on experience, with an indicative range of $70K-$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 beautiful New York City office (Tribeca/Fidi) with lots of natural light and great views.