Booking Operations Support Lead

Fora · New York City

  • Senior
  • Full-time
  • Posted 2026-06-29
  • Confirmed live on 25 September 2026

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Job description

About 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

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

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