Community Support Lead

Fora•New York City, NY

6d•Hybrid

About The Position

Fora is a modern travel agency that helps travel advisors build businesses through AI-enabled tools, global supplier relationships, training, and community. The Community Support Lead is the dedicated HQ owner of Forum, where Fora advisors connect, share ideas, and learn from one another. This person will answer questions, organize conversations, and maintain a welcoming and trusted community space. The role will shape Forum’s moderation, escalation, and advisor-support practices in collaboration with Trust & Safety, Support, Advisor Success, and Fora X. During the first year, the lead will define and meet service-level agreements, establish community health reporting, and turn advisor questions into insights for broader support strategy. The role reports to the Senior Manager, Support Operations. It is based in Fora’s New York City office Monday through Thursday, with work from home optional on Fridays; hours are 9 a.m.–6 p.m.

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 New York City or willing to relocate.
Authorization to work in the United States is required for full-time roles based in the New York City office; Fora is unable to sponsor or assist with U.S. work authorization.

Nice To Haves

Experience supporting an online community of 1,000 or more members.
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 in the Help Center, Forum, or Portal.
Organize Forum by re-threading posts, moving miscategorized content, and redirecting questions.
Moderate according to Community Guidelines using the established policy-flag workflow, in partnership with Trust & Safety.
Surface urgent issues and recurring advisor pain points to relevant HQ teams, including Support Operations leadership.
Create 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 and establish community health reporting during the first year.
Use advisor questions and community trends to inform broader support strategy.