Support Operations Specialist, Fora X

About Fora Fora is the modern travel agency , empowering anyone with a passion for travel to build a thriving advisory business. We're modernizing the $100B+ travel agency industry by combining powerful technology, data, and community to enable thousands of entrepreneurs to build on our platform. Our business-in-a-box platform gives travel entrepreneurs everything they need to launch and scale, from cutting-edge tools and personalized training to a vibrant community and exclusive industry partnerships. 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 believe that everyone, from seasoned professionals to first-time advisors, can build something both profitable and personal. Founded in 2021 by seasoned entrepreneurs, Fora has grown steadily since, expanding to a team of 200+ full-time employees based in downtown New York City . In 2025, we announced our $60 million Series B and C investment rounds , led by Thrive Capital and Insight Partners , with participation by previous investors including Forerunner and Heartcore Capital. We've also been recognized as a LinkedIn Top Startup 2024, Fast Company's Most Innovative Companies 2025 and 2023, and Built In 2025 Best Places to Work. We're building the first truly unified platform for all travel needs—leveraging the best of human expertise and technology to transform how people plan and book travel. 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 position dedicated to delivering white-glove, personalized support to our highest value advisors. This segment represents a meaningful share of company revenue and demands a level of care, responsiveness, and dedication to support excellence that sets a new bar for what Fora X advisor experience can look like. 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 support-obsessed, composed under pressure, and genuinely curious about Fora X advisors' businesses and how we can best support them. Operational fluency matters, but it's your judgment, communication, and commitment to concierge-style support that will define success in this role. Key Responsibilities Deliver white-glove, highly personalized support to Fora X Advisors — anticipating needs, creating a premium experience, and treating each interaction as relationship-building Navigate sensitive, high-stakes advisor situations with care, urgency, and sound judgment — from retention concerns and complex supplier relationships to sensitive client scenarios Communicate confidently and empathetically via Intercom across all queues — including account operations, finance operations, booking operations, and advisor experience inquiries Serve as the first line of resolution for Fora X escalations, fully investigating and attempting resolution before routing to senior leadership Provide live, high-touch support via phone or Zoom when advisors need real-time assistance or when a complex issue requires a personal conversation Partner closely with the Advisor Experience team to troubleshoot complex escalations — while maintaining clear ownership of resolution and ensuring issues don't stall or get diffused across teams Proactively monitor the Fora X queue for unresponded tickets and early signs of adviso