Fora-posted 8 days ago
$60,000 - $90,000/Yr
Full-time • Entry Level
Onsite • New York City, NY
11-50 employees

As Fora continues to scale our global advisor community and enhance our product offerings, the volume and complexity of support inquiries are growing rapidly. We’re seeking a Support Specialist to join our high-performing Support team with a dedicated focus on Finance Operations — you’ll play a crucial role in ensuring timely, accurate, and empathetic support for our advisor community. The Support Specialist will be the first line of defense for advisor-facing financial inquiries, reporting to the Support Operations Lead and collaborating cross-functionally with peers in Support, Product Operations, and Finance. This is a unique opportunity for someone who wants to grow their career in support, operations, or tech. You'll contribute significantly in delivering high-quality advisor support, identifying trends, troubleshooting issues and helping scale workflows. You’ll also be part of a forward-thinking team leveraging AI, automation, and best-in-class tools to elevate the advisor experience.

  • Deliver prompt and effective support to advisors via Intercom
  • Meet and exceed core support metrics (e.g., SLA compliance, CSAT, AHT, FCR)
  • Own and resolve advisor support tickets related to finance operations (e.g., payouts, commission discrepancies, transaction issues)
  • Maintain and improve macros, SOPs, and internal documentation for financial support workflows
  • Become fluent in support tools (Intercom, internal BI dashboards, payment systems) and financial processes
  • Drive initiatives to improve support scalability, including tooling enhancements, AI/chatbot optimization, and process automation
  • Help onboard and mentor new support team members
  • 1–2+ years of experience in a customer support or help desk role
  • Experience with ticketing platforms (e.g., Intercom, Zendesk)
  • Familiarity with 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
  • Empathetic, collaborative, and solutions-oriented mindset
  • Comfortable navigating technical tools and platforms; bonus points for familiarity with BI tools, payment processing systems, or AI chatbots
  • Based in NYC or open to relocation
  • Bachelor's degree or equivalent work experience
  • Experience working in fintech or a finance operations role
  • Background in the travel or SaaS industry
  • Exposure to analytics or customer experience tools
  • Unlimited vacation
  • Health Insurance (including an option completely covered by Fora HQ)
  • Dental & Vision Insurance
  • Wellhub Memberships
  • 401k plan with company match
  • Commuter Benefits
  • Supplemental Life Insurance
  • Stock Options
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