Membership Support Specialist

About The Role

Every future Fora advisor starts with a question. Is this right for me? How does the commission work? What happens after I join? The Membership Support Specialist is the person who answers.

You will sit on the Support team and own the membership and sales inbox and the related Intercom queue. You'll give prospective advisors fast, accurate, and warm answers. When a conversation turns into a real sales opportunity, you'll hand it to the right Sales Specialist with full context. You'll also keep our membership messaging accurate. When programs, pricing, or policies change, you make sure macros, help articles, and SOPs change with them.

This role reports to the Senior Manager of Support Operations and partners closely with Sales, Advisor Experience, and Product Operations.

Key Responsibilities

• Own the membership and sales inbox. Respond to email and Intercom conversations from prospective advisors about Fora membership, onboarding, pricing, commissions, training, and policies.
• Triage leads to Sales. Hand off conversations that go beyond support using clear criteria, with a written summary so no lead has to repeat themselves. Handoff triggers include:
  • The lead is a high-potential segment (for example, an experienced agent or established book of business)
  • The lead asks for a discovery call or wants to discuss fit, pricing, or switching from another agency
  • The lead is ready to join and needs a Sales Specialist to close
  • The conversation requires a custom answer on terms or exceptions
• Keep messaging current. Maintain and improve macros, SOPs, Intercom content, and knowledge base articles so what we tell leads is consistent and up to date. Flag gaps and conflicts between teams.
• Hit the support metrics. Meet and exceed SLA, CSAT, first response time, and first-contact resolution targets.
• Keep the CRM clean. Log conversations and handoffs accurately in HubSpot so Sales has a current stage and context.
• Spot patterns. Track the most common questions and objections, and share trends with Sales, Marketing, and Product so we can fix the root cause.
• Improve how we scale. Help optimize AI and chatbot responses, tooling, and automation across the inbox.
• Support the team. Share knowledge across queues, and help onboard new Support teammates.

Requirements

• 3+ years of full-time experience in customer support, sales support, operations, or another customer-facing role, ideally in tech
• Experience with a ticketing or inbox platform (Intercom, Zendesk, or similar)
• Familiarity with support metrics such as SLA, CSAT, and FCR
• Excellent written communication, and comfort with phone and video calls
• Good judgment on when to resolve a question and when to pass it on
• Strong attention to detail, documentation habits, and follow-through
• Fast learner who thrives in a fast-paced environment
• Empathetic, collaborative, and solutions-oriented
• Eagerness to use AI and automation tools in daily work
• Based in NYC or open to relocation
• Bachelor's degree or equivalent work experience

Strongly Preferred

• Bilingual proficiency in English and Spanish
• Experience supporting a membership, subscription, or sales-adjacent inbox
• Background in the travel industry, especially commission structures or booking systems
• Experience writing or maintaining macros, help center content, or SOPs
• Exposure to AI chatbots, Zapier, or no-code tools

Compensation

Compensation for this role varies based on experience, with an indicative range of $80K–$90K + equity. Final compensation will depend on the level at which the candidate is hired, as we’re considering multiple levels for this role.

• 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

This role is based in our beautiful New York City office (Tribeca/Fidi) with lots of natural light and great views. 

Use of AI in our Hiring Process

Fora Travel, Inc. ("Fora") uses an automated employment decision tool (AEDT) offered by Apriora Inc. dba Alex to assist with screening candidates for the Membership Support Specialist role, based in our New York City office. As part of the hiring process, the Alex AI platform ("Alex") may be used to:

• apply predefined, objective criteria to a candidate's application (such as professional qualifications and relevant professional experience); and/or
• conduct an AI-assisted initial interview through the Alex platform to assist with evaluating specific role-related competencies and qualifications.

How the tool works. Applications may be evaluated against predefined, role-specific criteria such as required education, credentials, or minimum work experience. Applications that do not meet these objective requirements are marked as unqualified and recommended not to proceed. Candidates who meet the initial screening criteria will be invited to a live, conversational video interview hosted by Alex. Alex will ask a predefined list of interview questions created by Fora and may ask follow-up questions based on your responses. It will then generate a transcript, structured summaries, and a score using the scorecard developed by the hiring manager for consideration by Fora's hiring team. Review of interview responses, scoring, and subsequent interviews are done by our hiring team. All final hiring decisions are made by Fora.

What the tool evaluates. Educational background and any required credentials; relevant work experience; role-specific skills; and responses to behavioral, situational, or problem-solving questions.

Alternative selection process or reasonable accommodation. If you prefer not to participate in an AI-assisted interview, or if you require reasonable accommodation, you may request an alternative selection process. Contact [email protected] with the subject line "Membership Support Specialist Process Request."

Bias audit. This tool has undergone a bias audit in the past year. A summary of the most recent bias audit and the tool's distribution date is available here.

Data & privacy. If you participate in an AI-assisted interview, the system may collect and process information necessary to conduct and evaluate the interview, including video, audio, and text transcripts. Interview data collected directly by us is retained in accordance with Fora Travel, Inc.'s data retention policies and applicable legal requirements. Information pursuant to this section will not be disclosed where such disclosure would violate local, state, or federal law, or interfere with a law enforcement investigation. The AI screening platform is operated by Alex, an independent third-party provider. Your personal information may also be collected and processed by Alex in accordance with Alex's privacy policy.