Support Lead, Flights

Fora
New York
Workplace: OnsiteFull timeUSD 90,000 - 110,000 annuallyFunction: Administration & Executive AssistanceExperience: 5+ yearsSkills: ["Excellent communication","Empathy","Attention to detail","Initiative","Ownership"]

Own and triage inbound flight-related support across partner channels, ensuring timely responses that meet SLAs. Manage escalations in coordination with the Flight Operations team and perform quality audits of the emergency phone line and flights inbox. Maintain up-to-date training and internal resources for advisors, monitor partner feedback, and proactively communicate trends. Also coordinate advisor-facing webinars and handle fraudulent activity with proper documentation.

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FursaFursa
Fora
Fora
1 month ago

Support Lead, Flights

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 12 hours agoStatus: Live

Job Summary

Own and triage inbound flight-related support across partner channels, ensuring timely responses that meet SLAs. Manage escalations in coordination with the Flight Operations team and perform quality audits of the emergency phone line and flights inbox. Maintain up-to-date training and internal resources for advisors, monitor partner feedback, and proactively communicate trends. Also coordinate advisor-facing webinars and handle fraudulent activity with proper documentation.
Location: New York
Workplace: Onsite
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Own and triage Intercom and Front tickets across partner channels, ensuring SLA-aligned, high-quality responses.
  • •Monitor and handle advisor escalations, coordinating with the Flight Operations team to resolve complex issues.
  • •Audit the emergency phone line and flights inbox to evaluate support quality and drive targeted training for recurring gaps.
  • •Keep internal information tooling and live support resources up to date so advisors have accurate, real-time guidance.
  • •Proactively engage partners and advisors by flagging support trends, monitoring partner feedback, coordinating webinars, and documenting fraud cases.

Pay and Benefits

Salary: USD 90,000 - 110,000 annually
Equity and Bonus:Equity
Perks:Paid LeaveHealth InsuranceDentalVisionClasspass Membership401kCommuter BenefitsLife InsuranceEquity

Key Requirements

  • •5+ years of Sabre or GDS experience, including familiarity with Phase IV exchanges, ARC reconciliations, and NDC content.
  • •2+ years of experience in customer support, product operations, or a similar field.
  • •Proficiency administering ticketing platforms (e.g., Intercom) and a track record improving support operations (SLA, response time, CSAT).
  • •Basic understanding of AI tools for customer support automation (chatbots, AI-driven FAQs).
  • •Experience creating dashboards and forecasting using tools such as Excel, Tableau, Omni, or similar BI/analytics tools.
Experience:5+ yearsGDS
Skills:Excellent communicationEmpathyAttention to detailInitiativeOwnership
Languages:English
Tech Stack:IntercomFrontSabreGDSPhase IVARC reconciliationsNDCExcelTableauOmni

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