The posting, in Fora Travel's own words
archived Oct 21, 2026About 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
Every future Fora advisor starts with a question. Is this right for me? How does the commission work? What happens after I join? The Membership Support Specialist is the person who answers. You will sit on the Support team and own the membership and sales inbox and the related Intercom queue. You'll give prospective advisors fast, accurate, and warm answers. When a conversation turns into a real sales opportunity, you'll hand it to the right Sales Specialist with full context. You'll also keep our membership messaging accurate. When programs, pricing, or policies change, you make sure macros, help articles, and SOPs change with them. This role reports to the Senior Manager of Support Operations and partners closely with Sales, Advisor Experience, and Product Operations.
Read the full posting ↓
Key Responsibilities
Own the membership and sales inbox. Respond to email and Intercom conversations from prospective advisors about Fora membership, onboarding, pricing, commissions, training, and policies. Triage leads to Sales. Hand off conversations that go beyond support using clear criteria, with a written summary so no lead has to repeat themselves. Handoff triggers include: The lead is a high-potential segment (for example, an experienced agent or established book of business) The lead asks for a discovery call or wants to discuss fit, pricing, or switching from another agency The lead is ready to join and needs a Sales Specialist to close The conversation requires a custom answer on terms or exceptions Keep messaging current. Maintain and improve macros, SOPs, Intercom content, and knowledge base articles so what we tell leads is consistent and up to date. Flag gaps and conflicts between teams. Hit the support metrics. Meet and exceed SLA, CSAT, first response time, and first-contact resolution targets. Keep the CRM clean. Log conversations and handoffs accurately in HubSpot so Sales has a current stage and context. Spot patterns. Track the most common questions and objections, and share trends with Sales, Marketing, and Product so we can fix the root cause. Improve how we scale. Help optimize AI and chatbot responses, tooling, and automation across the inbox. Support the team. Share knowledge across queues, and help onboard new Support teammates.
Requirements
1–2+ years of full-time experience in customer support, sales support, operations, or another customer-facing role, ideally in tech Experience with a ticketing or inbox platform (Intercom, Zendesk, or similar) Familiarity with support metrics such as SLA, CSAT, and FCR Excellent written communication, and comfort with phone and video calls Good judgment on when to resolve a question and when to pass it on Strong attention to detail, documentation habits, and follow-through Fast learner who thrives in a fast-paced environment Empathetic, collaborative, and solutions-oriented Eagerness to use AI and automation tools in daily work Based in NYC or open to relocation Bachelor's degree or equivalent work experience
Strongly Preferred
Experience supporting a membership, subscription, or sales-adjacent inbox Background in the travel industry, especially commission structures or booking systems Experience writing or maintaining macros, help center content, or SOPs Exposure to AI chatbots, Zapier, or no-code tools