Support Operations Specialist, Fora X

Fora•New York, NY

9h•$70,000 - $100,000•Onsite

About The Position

As Fora continues to scale its global advisor community and expand its product offerings, the volume and complexity of support inquiries are increasing. The Support Operations Specialist, Fora X is a newly created role focused on delivering a distinct, high-touch support experience for Fora’s highest-value advisors. This segment represents a meaningful share of company revenue and requires a thoughtful, responsive, and operationally strong approach to support. This role sits within the Support team and reports to the Support Operations Lead. It partners closely with cross-functional teams including Advisor Experience, Finance, Product Operations, and the broader Support organization. The Support Operations Specialist will own Fora X inquiries end to end, reducing reliance on senior leadership for escalations and ensuring a seamless, high-quality advisor experience. This is a hands-on, evolving role with the opportunity to define what best-in-class support looks like for Fora X. The ideal candidate is excited to operate at the intersection of support and operations, contributing to both day-to-day execution and longer-term improvements in workflows, tooling, and scalability.

Requirements

3-5 years of full-time experience in a customer support, help desk, or operations role, ideally within the tech space
Experience with ticketing platforms (e.g., Intercom, Zendesk)
Solid understanding of key support metrics such as SLA, CSAT, AHT, and FCR
Strong written and verbal communication skills
Detail-oriented with strong documentation and follow-through habits
Fast learner who thrives in dynamic, fast-paced environments
Comfortable being a liaison between high-value advisors and internal stakeholders
Familiarity with BI tools, payment processing systems, or AI chatbots
Background in financial operations or the travel industry is a strong plus — particularly comfort with commission structures, payment platforms, or booking systems
Based in NYC or open to relocation
Bachelor's degree or equivalent work experience

Nice To Haves

Background in financial operations, including exposure to commissions, payment workflows, or reconciliation processes
Experience contributing to process improvement initiatives, documentation, or operational playbooks
Exposure to customer experience or analytics tools that inform support strategy and decision-making

Responsibilities

Deliver prompt, accurate, and empathetic support to Fora X Advisors via Intercom across all queues — including account operations, finance operations, booking operations, and advisor experience inquiries.
Meet and exceed core support metrics (e.g., SLA compliance, CSAT, AHT, FCR).
Serve as the first line of resolution for Fora X escalations, fully investigating and attempting resolution before routing to senior leadership.
Partner closely with the Advisor Experience team on high-touch scenarios including retention concerns, sensitive client situations, and complex supplier relationships.
Provide live, high-touch support via phone or Zoom when advisors need real-time assistance or when complex issues require a personal conversation.
Flag unresponded Fora X tickets and potential churn risks proactively.
Maintain and improve macros, SOPs, and internal documentation for Fora X support workflows.
Become fluent in support tools (Intercom, internal BI dashboards, booking and payment systems).
Drive initiatives to improve support scalability, including tooling enhancements, AI/chatbot optimization, and process automation.
Help onboard and mentor new support team members.