Booking Operations Support Lead

Responsibilities

• Deliver prompt, accurate, and empathetic support to Fora advisors via Intercom
• Meet and exceed core support metrics including SLA, CSAT, AHT, and FCR
• Serve as the primary escalation point for all booking operations inquiries
• Manage and develop a distributed, global contractor support team
• Communicate directly with hotels to resolve reservation issues and rate discrepancies
• Surface systemic issues to Product, Engineering, and Finance teams to drive upstream fixes
• Maintain and improve macros, SOPs, and internal knowledge base articles
• Drive initiatives for support scalability, including AI/chatbot optimization and process automation

Requirements

• 3–5+ years in customer support, help desk, or operations
• 1–2 years in a lead or senior individual contributor capacity
• Experience managing or mentoring global or distributed teams
• Proficiency with ticketing platforms like Intercom or Zendesk
• Ability to build scalable workflows, SOPs, and escalation processes
• Strong written and verbal communication skills
• Technical aptitude for navigating internal tools, logs, and queries
• Bachelor's degree or equivalent work experience
• Based in NYC or open to relocation

Preferred Qualifications

• Background in the travel industry with familiarity in GDS systems or booking platforms
• Experience with process improvement initiatives or operational playbooks
• Exposure to analytics or customer experience tools

Benefits

• Unlimited vacation
• Health, Dental, and Vision Insurance
• 401k plan with company match
• Wellhub Memberships
• Commuter Benefits
• Stock Options