Support Specialist

Fora
New York
Workplace: OnsiteFull timeUSD 60,000 - 90,000 annuallyFunction: Customer Support (Service Desk)Experience: 1-2 yearsEducation: bachelorsSkills: ["Communication","Empathy","Collaboration","Problem-solving","Documentation"]

Join our Support team as a Finance Operations-focused Support Specialist, delivering prompt, empathetic advisor assistance via Intercom while partnering with Support, Product Operations, and Finance. You’ll drive scalability through process improvements, AI tooling, and robust documentation, helping scale workflows and mentor new teammates in a fast-paced fintech/SaaS travel platform.

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FursaFursa
Fora
Fora
10 months ago

Support Specialist

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Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live

Job Summary

Join our Support team as a Finance Operations-focused Support Specialist, delivering prompt, empathetic advisor assistance via Intercom while partnering with Support, Product Operations, and Finance. You’ll drive scalability through process improvements, AI tooling, and robust documentation, helping scale workflows and mentor new teammates in a fast-paced fintech/SaaS travel platform.
Location: New York
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Deliver prompt and effective support to advisors via Intercom.
  • •Meet and exceed core support metrics (e.g., SLA compliance, CSAT, AHT, FCR).
  • •Own and resolve advisor support tickets related to finance operations (e.g., payouts, commission discrepancies, transaction issues).
  • •Maintain and improve macros, SOPs, and internal documentation for financial support workflows.
  • •Become fluent in support tools (Intercom, internal BI dashboards, payment systems) and financial processes.

Pay and Benefits

Salary: USD 60,000 - 90,000 annually
Equity and Bonus:Equity
Perks:Paid LeaveHealth InsuranceDentalVision401kCommuter BenefitsLife InsuranceEquity

Key Requirements

  • •1–2+ years of customer support or help desk experience
  • •Experience with ticketing platforms (e.g., Intercom, Zendesk)
  • •Knowledge of core support metrics (SLA, CSAT, AHT, FCR)
  • •Strong written and verbal communication skills
  • •Bachelor’s degree or equivalent work experience
Experience:1-2 yearsFintechTravelSaaS
Education:Bachelor's
Skills:CommunicationEmpathyCollaborationProblem-solvingDocumentation
Languages:English
Tech Stack:IntercomZendeskBI dashboardsPayment processingAI chatbots

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Fora
Fora is a travel technology company offering corporate travel management solutions and tools to streamline business travel booking, expense control, and traveler support for organizations.
Industry: TravelTech
Website