Community Support Lead

Fora•New York, NY

7d•$80,000 - $100,000•Hybrid

About The Position

Fora is hiring a Community Support Lead to own Forum, the online space where Fora advisors connect, exchange ideas, and learn from one another. The role provides direct support to advisors, organizes and moderates discussions, and helps maintain a welcoming, trusted community. The Lead will shape moderation, escalation, and advisor-support practices in partnership with Trust & Safety, Support, Advisor Success, and Fora X. During the first year, the Community Support Lead will define and meet service-level agreements, establish community health reporting, and use advisor questions and recurring concerns to inform the broader support strategy. The role reports to the Senior Manager, Support Operations. This position is based in Fora’s New York City office (Tribeca/FiDi), Monday through Thursday, with work from home optional on Fridays. Hours are 9 a.m.–6 p.m. Authorization to work in the United States is required for full-time roles based in the NYC office; Fora cannot sponsor or assist with U.S. work authorization.

Requirements

At least 3 years of full-time experience in customer support, online community management, or another member-facing support role.
At least 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.

Nice To Haves

Experience supporting an online community of 1,000 or more members.
A background in the travel industry, customer-facing service, or similar people-first roles.
Exposure to AI chatbots, Zapier, or no-code tools.

Responsibilities

Monitor Forum throughout the day, answer advisor questions, and direct advisors to relevant resources across the Help Center, Forum, or Portal.
Organize Forum by re-threading posts, moving miscategorized content, and redirecting questions.
Moderate Forum against Community Guidelines using the established policy-flag workflow, in partnership with Trust & Safety.
Escalate urgent issues and recurring advisor pain points to the appropriate HQ teams, including Support Operations leadership.
Build lightweight community rituals and programming, such as introductions, spotlights, and discussion prompts.
Track and report community health metrics, including engagement, response times, sentiment, and flag volume.
Define and meet service-level agreements, establish community health reporting, and turn advisor questions into insights for the broader support strategy.