Fora

4 weeks ago

Booking Operations Support Lead

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 5 minutes agoStatus: Live

Job Summary

Lead the Booking Operations Support function, owning end-to-end escalations, developing a global contractor team, and driving process improvements to ensure accurate, empathetic booking support for Fora's advisor community.

Location: New York

Workplace: Onsite

Employment Type: Full time

Job Function: Administration & Executive Assistance

Seniority: Manager level

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

Pay and Benefits

Salary: USD 70,000 - 100,000 annually

Equity and Bonus:Equity

Perks:Paid LeaveHealth InsuranceDentalVision401kEquityCommuter Benefits

Key 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

Experience:3-5 yearsTravelTechnology

Education:Bachelor's

Skills:CommunicationLeadershipProblem-solvingEmpathyAnalytical

Languages:English

Tech Stack:IntercomZendeskGDSBooking systemsSQL

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

Loading job details...

Preparing the role view and application actions.

Fora

4 weeks ago

Booking Operations Support Lead

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 5 minutes agoStatus: Live

Job Summary

Location: New York

Workplace: Onsite

Employment Type: Full time

Job Function: Administration & Executive Assistance

Seniority: Manager level

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

Pay and Benefits

Salary: USD 70,000 - 100,000 annually

Equity and Bonus:Equity

Perks:Paid LeaveHealth InsuranceDentalVision401kEquityCommuter Benefits

Key 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

Experience:3-5 yearsTravelTechnology

Education:Bachelor's

Skills:CommunicationLeadershipProblem-solvingEmpathyAnalytical

Languages:English

Tech Stack:IntercomZendeskGDSBooking systemsSQL

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