Community Support Lead

Fora · New York City

  • Senior
  • Full-time
  • Posted 2026-10-23
  • Confirmed live on 10 November 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

Forum is where Fora advisors go to connect, trade ideas, and learn from one another. The community is made up of advisors at very different stages, with very different books of business, and no two questions are ever the same. As our Community Support Lead, you’ll be the dedicated HQ owner of that space. You’ll answer advisors’ questions directly, keep conversations organized and welcoming, and make sure Forum stays a place advisors trust.

This role is built to be shaped. You’ll decide how we moderate, how we escalate, and how we support advisors when they come to Forum with questions, and you’ll work with Trust & Safety, the Support team, Advisor Success, and Fora X to protect advisor integrity as we grow. Over your first year, you’ll define and meet real SLAs, stand up community health reporting, and turn what advisors are asking about into insight for our broader support strategy, making Forum a core pillar of how Fora supports its advisors. You’ll report to the Senior Manager, Support Operations.

Key Responsibilities

• Forum presence and advisor support: Monitor Forum throughout the day, answer advisor questions, and point advisors to the right resources across the Help Center, Forum, or Portal.

• Forum organization and moderation: Keep Forum organized by re-threading posts, moving miscategorized content, and redirecting questions. Moderate against Community Guidelines through the established policy-flag workflow, in partnership with Trust & Safety.

• Escalation and trend-spotting: Surface urgent issues and recurring advisor pain points to the right teams at HQ, including Support Operations leadership, to inform broader support strategy.

• Community programming: Build lightweight rituals and programming that keep the community engaged, such as intros, spotlights, and discussion prompts.

• Community health reporting: Track and report on community health metrics, including engagement, response times, sentiment, and flag volume.

Requirements

• 3+ years of full-time experience in customer support, online community management, or another member-facing support role

• 1+ year of hands-on experience moderating a community and enforcing written guidelines

• Experience using a ticketing or escalation workflow to route issues to another team

• Experience working with a policy, compliance, or Trust & Safety-type team

• Experience building or documenting a process from scratch in a new or evolving role

• Hands-on experience with Circle or a comparable community platform (such as Discourse or Mighty Networks)

• Experience reporting on support or community metrics, such as response time, volume, or sentiment

• Based in NYC or willing to relocate

Strongly Preferred

• Experience supporting an online community of 1,000+ members

• A background in the travel industry, customer-facing service, or similar people-first roles

• Exposure to AI chatbots, Zapier, or no-code tools

Compensation

Compensation for this role varies based on experience, with an indicative range of $80K–$100K + equity. Final compensation will depend on the level at which the candidate is hired, as we’re considering multiple levels for this role.

• Unlimited vacation

• Health Insurance (including an option completely covered by Fora HQ)

• Dental & Vision Insurance

• Wellhub Memberships

• 401k plan with company match

• Commuter Ben

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