Membership Support Specialist

Fora•New York City, NY

3d•Onsite

About The Position

Fora is a modern travel agency that helps entrepreneurs build travel-advisory businesses through AI-enabled tools, supplier relationships, training, and community. The Membership Support Specialist sits on the Support team and owns the membership and sales inbox and its Intercom queue, answering prospective advisors’ questions quickly, accurately, and warmly. When a conversation becomes a sales opportunity, the specialist hands it to the appropriate Sales Specialist with a clear written summary and relevant context. The role also keeps membership communications accurate by maintaining macros, help articles, Intercom content, and standard operating procedures as programs, pricing, and policies change. It reports to the Senior Manager of Support Operations and partners closely with Sales, Advisor Experience, and Product Operations. The position is based in Fora’s New York City office in Tribeca/Fidi.

Requirements

1–2+ years of full-time experience in customer support, sales support, operations, or another customer-facing role; ideally in technology.
Experience with a ticketing or inbox platform such as Intercom, Zendesk, or similar.
Familiarity with support metrics such as SLA, CSAT, and FCR.
Excellent written communication skills and comfort with phone and video calls.
Good judgment about when to resolve a question and when to pass it on.
Strong attention to detail, documentation habits, and follow-through.
Ability to learn quickly and thrive in a fast-paced environment.
Empathetic, collaborative, and solutions-oriented approach.
Eagerness to use AI and automation tools in daily work.
Based in New York City or open to relocation.
Bachelor’s degree or equivalent work experience.
Authorization to work in the United States is required for full-time roles based in the New York City office; Fora cannot sponsor or assist with U.S. work authorization.

Nice To Haves

Experience supporting a membership, subscription, or sales-adjacent inbox.
Background in the travel industry, especially commission structures or booking systems.
Experience writing or maintaining macros, help center content, or standard operating procedures.
Exposure to AI chatbots, Zapier, or no-code tools.

Responsibilities

Own the membership and sales inbox, responding through email and Intercom to prospective advisors’ questions about membership, onboarding, pricing, commissions, training, and policies.
Triage sales leads and hand off conversations to the appropriate Sales Specialist with a written summary and full context.
Maintain and improve macros, standard operating procedures, Intercom content, and knowledge base articles so messaging remains consistent and up to date.
Meet or exceed support targets for SLA, CSAT, first response time, and first-contact resolution.
Accurately log conversations and handoffs in HubSpot, keeping Sales stages and context current.
Track common questions and objections and share trends with Sales, Marketing, and Product to help address root causes.
Help optimize AI and chatbot responses, inbox tooling, and automation.
Share knowledge across queues and help onboard new Support teammates.