Support Operations Specialist, Fora X
Core
Deliver white-glove, personalized support and operational resolution for Fora X, the platform's highest-value travel advisors.
Role type
Senior IC support operations specialist (high-touch customer success)
Builds
A premium, seamless support experience for high-value travel entrepreneurs on the Fora platform
Domain
Travel technology / High-touch customer support
Deliverable
client delivery
Required skills
High-touch customer support, complex issue resolution, stakeholder management, process documentation, SLA/CSAT/AHT/FCR metrics, ticketing platforms, BI tools, payment processing systems
Preferred skills
Luxury/hospitality background, financial operations, process improvement, customer experience analytics
Technologies
Intercom, internal BI dashboards, booking and payment systems
Responsibilities
Deliver white-glove support to Fora X Advisors, navigate sensitive high-stakes situations, serve as first line of resolution for escalations, provide live high-touch support via phone or Zoom, partner with Advisor Experience team, monitor queue for churn, maintain SOPs and macros, drive tooling enhancements and automation, onboard and mentor new team members
Seniority
Mid-level, hands-on IC