Booking Operations Support Lead

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.