Trust & Safety Operations Lead

Fora · New York City

  • Senior
  • Full-time
  • Posted 2026-08-20
  • 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

Fora is a community of independent travel advisors — and trust is the foundation that community runs on. When a situation needs attention, this role is the first human voice our advisors, clients, and partners hear. It has to be the right one.

This isn't a typical operational role. It sits at the forefront of three unique pillars: advisor communication, the operation behind it, and multi-party disputes. On any given day the work can run from tracking and communicating straightforward policy in line with our Community Guidelines to investigating chargebacks. Every day looks a little different.

It takes someone who can lead high-scale communication with empathy and precision, and who is operationally savvy enough to build the efficiency and reporting underneath it — energized by the case that doesn't have an obvious answer, and then ready to own the system that handles the next hundred.

One thing shapes every decision here: our advisors are independent business owners. Advisors are building real businesses on top of Fora, so these conversations carry weight — and landing them well is some of the most satisfying work here. Done well, this work keeps the community strong and the partnerships behind it durable.

The people who thrive in this seat have already been the calm voice in a tense moment. They know de-escalation isn't softness, it's strategy, and that how you deliver a message matters as much as the message itself.

They're also constitutionally unable to leave a manual process alone. The instinct to find the pattern behind a recurring problem and solve it once instead of fifty times will get real room to run here.

Key Responsibilities

• Own end-to-end case management for advisor, client, and partner reports — intake, investigation, enforcement decision, communication, and resolution — including chargeback and fraud investigations and the complex, multi-party disputes where accounts conflict and evidence is incomplete

• Hold a high-scale queue to defined SLA windows with audit-ready documentation, and escalate high-severity cases with a complete summary and recommended action

• Manage and optimize the identity verification (KYC) process end-to-end — owning the playbooks and decision thresholds and managing our distributed team of contract reviewers: define escalation criteria, set reviewer briefing standards, and hold decision quality and consistency across the team

• Serve as our primary enforcement communicator, and own the response template library behind it. Be the human decision layer over the team's AI-assisted case tooling: review automated assessments and draft communications, override or escalate when the model misreads context, and translate recurring correction patterns into playbook, threshold, and template improvements

• Continuously operationalize the work — treating every repetitive manual task as a problem to be designed out rather than absorbed, and proposing or building the rules, alerts, dashboards, and automations that surface issues earlier. Where the build sits with another team, scope it clearly and work with them to sequence it against competing priorities

• Define, track and report on core T&S operational metrics — case volume, SLA adherence, resolution time, and enforcement action distribution — and deliver weekly and bi-weekly reporting to cross-functional leadership

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