Booking Operations Support Lead

About Fora

Fora is the modern travel agency, empowering the next generation of entrepreneurs to build thriving travel advisory businesses. We're modernizing the $100B+ travel industry with AI woven through every part of the advisor's workflow, plus global supplier relationships, personalized training, and a vibrant community, all in one place. That's what lets advisors build businesses that scale, while their taste and service create trips no algorithm alone could plan. 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're mission-driven and obsessed with our customers, and we believe humans and AI are both essential: the best work here comes from people and technology at their best, together. That's not just a philosophy about our product, it's how we build our team. Everyone at Fora gets hands-on with frontier AI tooling as part of the job. At Fora, you'll learn to be AI-fluent, with real experience applying AI to solve problems day to day, wherever you sit in the company.

Founded in 2021, Fora has grown to a team of 250+ full-time employees based in downtown New York City . In 2026, we closed a $60 million Series D led by Forerunner and Tactile Ventures, with continued backing from Thrive Capital, Insight Partners, and Heartcore Capital. We've been named a LinkedIn Top Startup (2024), one of Fast Company's Most Innovative Companies (2023 and 2025), and one of TIME's 100 Most Influential Companies (2026).

Come build something that hasn't existed before.

About The Role

As Fora continues to scale our global advisor community and enhance our product offerings, the volume and complexity of booking-related support inquiries are growing rapidly. We're seeking a Booking Operations Support Lead to join our high-performing Support team — you'll play a crucial role in ensuring timely, accurate, and empathetic support for our advisor community, with a dedicated focus on booking operations.

The Booking Operations Support Lead will serve as the primary escalation point for all booking operations inquiries, reporting to the Senior Manager of Support Operations and collaborating cross-functionally with peers in Support, Product Operations, Advisor Experience, Finance, and Engineering. You'll also manage and develop a distributed, global contractor support team, ensuring consistent quality and coverage across booking operations.

This is a unique opportunity for someone ready to step into a leadership role at the intersection of support and operations. You'll partner with Support Operations leadership to help shape and formalize the Booking Operations Support function — defining its scope, workflows, and long-term roadmap. You'll own complex booking escalations end-to-end, manage a global contractor support team and drive meaningful improvements to tooling and processes, all while staying close to the advisor experience that sits at the heart of Fora.

Key Responsibilities

Deliver prompt, accurate, and empathetic support to Fora advisors via Intercom, with deep expertise in booking operations

Meet and exceed core support metrics (SLA, CSAT, AHT, FCR) both personally and across the team you oversee

Serve as the primary escalation point for all booking operations inquiries, independently investigating and resolving complex issues end-to-end

Develop deep expertise in Fora's booking systems, GDS integrations, and supplier relationships to serve as the internal subject matter expert

Manage and develop a distributed, global contractor support team — setting clear expectations, maintaining quality standards, and ensuring adequate coverage

Communicate directly with hotels via phone and written alerts to resolve reservation issues, missing or mismatched rates, and promotions not reflected on the portal

Search logs and run queries to extract rate information and identify discrepancies affecting bookings

Surface systemic issues and trends to cross-functional partners in Product, Engineering, and Finance — driving upstream fixes that reduce support volume over time

Maintain and improve macros, SOPs, and internal knowledge base articles to keep pace with evolving products and policies

Drive initiatives to improve support scalability, including tooling enhancements, AI/chatbot optimization, and process automation

Onboard and mentor new support team members, sharing cross-queue knowledge and best practices

Requirements

3–5+ years in customer support, help desk, or operations — ideally in tech or travel — with at least 1–2 years in a lead or senior IC capacity

Prior experience managing or mentoring a team, including global or distributed teams

Proficiency with ticketing platforms (e.g., Intercom, Zendesk) and fluency in core support metrics (SLA, CSAT, AHT, FCR)

Proven ability to build scalable workflows, SOPs, and escalation processes

Strong written and verbal communication skills with a natural ability to empathize with advisors

Strategic thinker who can balance hands-on execution with longer-term function building

Detail-oriented with strong organizational skills and a technical aptitude for navigating internal tools, logs, and queries

Comfortable with ambiguity and driving structure in a fast-paced, high-growth environment

Based in NYC or open to relocation

Bachelor's degree or equivalent work experience

Strongly Preferred

Background in the travel industry — particularly comfort with GDS systems, booking platforms, or supplier relationships

Experience contributing to process improvement initiatives, documentation, or operational playbooks

Exposure to analytics or customer experience tools

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.

Additional benefits include: 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, and Stock Options.

This role is based in our beautiful New York City office (Tribeca/Fidi) with lots of natural light and great views.

Our Values

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.

WORK AUTHORIZATION

Authorization to work in the United States is required for full-time roles based in our New York City office. Fora is unable to sponsor or assist with U.S. work authorization. Roles based outside o