Membership Support Specialist

Fora•New York, NY

4d•$60,000 - $80,000•Onsite

About The Position

The Membership Support Specialist sits on Fora’s Support team and owns the membership and sales inbox and related Intercom queue. The role provides prospective advisors with fast, accurate, and warm answers about membership, onboarding, pricing, commissions, training, and policies. When an inquiry becomes a sales opportunity, the specialist hands it to the appropriate Sales Specialist with a clear written summary and full context. The specialist maintains current and consistent membership messaging by updating macros, SOPs, Intercom content, and knowledge base articles when programs, pricing, or policies change. The role also tracks support metrics, keeps HubSpot records accurate, identifies recurring questions and objections, and helps improve AI responses, automation, and inbox tooling. 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. Candidates should be based in NYC or open to relocation. Full-time roles based in the NYC office require U.S. work authorization; Fora is unable to sponsor or assist with it.

Requirements

1–2+ years of full-time experience in customer support, sales support, operations, or another customer-facing role, ideally in tech.
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 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 NYC or open to relocation.
Bachelor’s degree or equivalent work experience.

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 SOPs.
Exposure to AI chatbots, Zapier, or no-code tools.

Responsibilities

Own the membership and sales inbox, responding to prospective advisors by email and through Intercom about membership, onboarding, pricing, commissions, training, and policies.
Triage sales leads and hand off qualifying conversations to Sales Specialists with clear criteria and written summaries, including high-potential leads, requests for discovery calls or discussions of fit or pricing, prospects ready to join, and inquiries requiring custom terms or exceptions.
Maintain and improve macros, SOPs, Intercom content, and knowledge base articles so messaging remains accurate and consistent; flag gaps and conflicts between teams.
Meet and exceed SLA, CSAT, first response time, and first-contact resolution targets.
Log conversations and handoffs accurately in HubSpot so Sales has current stage information and context.
Track common questions and objections and share trends with Sales, Marketing, and Product to address root causes.
Help optimize AI and chatbot responses, tooling, and automation across the inbox.
Share knowledge across queues and help onboard new Support teammates.