Trust & Safety Support Lead

Fora•New York, NY

1d•$90,000 - $110,000•Onsite

About The Position

Fora is a community of independent travel advisors, and trust is the foundation of that community. This role is the first human point of contact for advisors, clients, and partners when issues arise. The Trust & Safety Support Lead will manage Fora's enforcement operations from start to finish, including intake, investigation, communication, resolution, and appeals. While working within a structured framework and playbooks, the cases are complex, involving conflicting accounts, ambiguous evidence, and significant stakes for the advisors. The role requires holding the policy line with clarity and firmness while ensuring all parties feel heard, respected, and treated fairly. The position understands that enforcement and empathy are not mutually exclusive, recognizing the professional, financial, and emotional weight of T&S interactions with advisors building businesses on Fora's platform.

Requirements

3+ years in Community Operations, Compliance, Account Management or a high-volume case management function at a marketplace or high-growth tech company - Prior Trust & Safety experience is a plus
Proven ability to de-escalate complex, multi-party disputes and deliver enforcement decisions with empathy, precision, and professionalism across a wide range of scenarios
Track record of managing high-volume case queues with rigorous documentation, consistent decision-making, and adherence to defined SLAs
Strong written communication skills; able to draft nuanced, human-first enforcement communications across sensitive situations including suspensions, policy violations, and offboardings
Familiarity with case management or support platforms (Intercom, Zendesk, or equivalent) and operational tracking tools
Genuinely AI-savvy — you use AI tools as a core part of how you work, not a supplement; you've personally set up workflows, prompts, or automations that you rely on daily and couldn't do your job at the same quality or volume without
Strong analytical skills; able to define KPIs, track enforcement outcomes, and surface trends that inform policy and process improvements
Experience at a 1099 marketplace, gig economy, or independent contractor platform strongly preferred; travel or hospitality industry background a plus
High ownership mentality — you make calls within a framework, document your reasoning, and escalate strategically rather than waiting for direction
Based in NYC or willing to relocate; must be authorized to work in the US

Responsibilities

Own end-to-end case management for all advisor, client, and partner integrity issues — from intake and investigation through enforcement decision, communication, and resolution.
Serve as Fora's primary enforcement communicator: deliver policy decisions across all severity levels with clarity, empathy, and professionalism — using structured templates and bespoke responses as the situation demands.
De-escalate complex, multi-party disputes involving conflicting accounts from advisors, clients, and partners; synthesize evidence, apply Fora's three-lens decision framework (reputation → partner relationships → client experience), and document your reasoning at every step.
Own the advisor appeals process — receive, review, and adjudicate appeals within defined SLA windows; maintain overturn data to surface enforcement inconsistencies and drive calibration.
Escalate high-severity cases — fraud, identity flags, potential legal exposure — with a complete case summary, severity assessment, and recommended action.
Define and track core T&S operational metrics: case volume, SLA adherence, resolution time, appeal overturn rate, and enforcement action distribution; deliver weekly and bi-weekly reporting to cross-functional leadership.
Serve as the primary feedback loop between enforcement and policy: document edge cases, identify emerging abuse patterns, and propose policy updates on a regular cadence.
Maintain and improve the communications template library; proactively communicate policy changes to the advisor community to reduce violations before they occur.
Conduct QA reviews on enforcement decisions to ensure policy is applied consistently; identify process gaps and brief the T&S Operations team on automation opportunities.