Skip to content
CV Rocket
Get started
How it worksThe enginePricingBlogContactSign in

Open nowPosted 98 days ago

Support Manager, Flights

Fora38 open roles

Pay
$100,000 – $130,000 a year
Where
New York City
Get the CV for this job

From $25 per CV, paid once. No subscription.

Your applicationOpen nowSupport Manager, FlightsFora · New York City

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on Fora's own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

11.8% of postings close within 7 days. Measured by our own scanner across the market. Fora postings stay open a median of 54 days.

Share of postings closed within
  1. 2.1%1 day
  2. 4.4%3 days
  3. 11.8%7 days
  4. 18.6%14 days
  5. 35.6%30 days
  6. 45.1%60 days
This job: posted 98 days ago

Fora median: 54 days open

The posting

About Fora

Fora is the modern travel agency, empowering the next generation of entrepreneurs to build thriving travel advisory businesses. We're modernizing the $100B+ travel industry with AI woven through every part of the advisor's workflow, plus global supplier relationships, personalized training, and a vibrant community, all in one place. That's what lets advisors build businesses that scale, while their taste and service create trips no algorithm alone could plan. At the heart of it all is our mission: to help the next generation of travel entrepreneurs turn their love for travel into a fulfilling career, whether full-time or part-time.

We're mission-driven and obsessed with our customers, and we believe humans and AI are both essential: the best work here comes from people and technology at their best, together. That's not just a philosophy about our product, it's how we build our team. Everyone at Fora gets hands-on with frontier AI tooling as part of the job. At Fora, you'll learn to be AI-fluent, with real experience applying AI to solve problems day to day, wherever you sit in the company.

Founded in 2021, Fora has grown to a team of 250+ full-time employees based in downtown New York City. In 2026, we closed a $60 million Series D led by Forerunner and Tactile Ventures, with continued backing from Thrive Capital, Insight Partners, and Heartcore Capital. We've been named a LinkedIn Top Startup (2024), one of Fast Company's Most Innovative Companies (2023 and 2025), and one of TIME's 100 Most Influential Companies (2026).

Come build something that hasn't existed before.

About The Role

As Fora's advisor base grows, so does the complexity and volume of flight-related support. We're looking for a Support Manager, Flights to own the quality of our flight support function end to end: the person who resolves complex advisor needs, moves us from reactive to proactive support, and raises the bar on how advisors experience the Flights Desk.

Reporting to the Head of Flights, this role will be the primary decision maker on complex advisor escalations, the owner of support quality and SLAs across our channels, and the driver of proactive improvements to how we serve advisors, including stratifying support based on advisor status. The Support Manager, Flights will partner closely with our offshore Flights Desk team, Product Operations, and our flight partners.

Deep GDS knowledge is the crux of this role. This is a highly visible, hands-on role for someone who thrives on ownership, variety, and building operational excellence in a fast-moving environment.

Key Responsibilities

  • Own Advisor Escalations: Serve as the primary owner and final escalation point for complex and sensitive flight-related cases, making the call on high-stakes advisor needs.
  • Own Support Quality and SLAs: Own the quality and responsiveness of flight support across Front, Intercom, and our emergency phone line, running regular audits to evaluate quality, identify gaps, and hold the function to a consistently high standard.
  • Drive Proactive Support: Move the function from reactive to proactive, including building support that is stratified by advisor status, and get ahead of recurring issues before they become escalations.
  • Train and Level Up the Offshore Team: Partner with our offshore Flights Desk team to train, upskill, and improve everyday support quality, and develop targeted trainings to close recurring gaps.
  • Build the Knowledge Base: Keep our internal tooling, documentation, and live support resources accurate and current so advisors and the desk always have real-time guidance, reducing re-escalation to HQ and Product.
  • Expand and Improve Emergency Support: Own an expanded booking and emergency support experience, auditing the current offerings, identifying gaps, and implementing solutions.
  • Partner Cross-Functionally: Work closely with Product Operations as our self-booking tooling evolves, and coordinate with Communications, Finance, and our flight partners to ensure smooth execution. Proactively flag support trends and recurring issues to partners.
  • Track Performance: Track and analyze volume, turnaround time, escalation trends, and efficiency, and use those insights to prioritize high-impact process improvements.
  • Manage Fraud and Feedback: Monitor for and respond to fraudulent activity, documenting cases for tracking, and monitor advisor feedback channels to resolve issues before they escalate.

Requirements

  • 5+ years of Sabre or GDS experience, including familiarity with Phase IV exchanges, ARC reconciliations, and NDC content - this is a hard requirement and the core of the role
  • 5+ years of relevant work experience, with a strong customer service background and demonstrated tact and empathy in advisor or client-facing environments
  • Proven track record of improving support operations against measurable targets (e.g. SLA, response time, CSAT), including administering ticketing platforms such as Front or Intercom
  • Excellent problem-solving and process-improvement skills, with the ability to think both strategically and tactically
  • Experience creating dashboards, tracking metrics, and forecasting using tools like Excel, Tableau, Omni, or similar BI/analytics tools
  • Comfortable with and creative when using AI tools such as Claude Code, Codex, and more
  • Strong written and verbal communication skills and unwavering attention to detail
  • Self-starter who is comfortable working independently, taking initiative, and operating effectively in a fast-moving, ambiguous environment
  • Authorized to work in the US and currently based in NYC or willing to relocate

Strongly Preferred

  • Basic understanding of AI tools in customer support automation (e.g. chatbots, AI-driven FAQs)
  • Advanced Excel skills
  • MBA or other relevant advanced degree

Compensation

Compensation for this role varies based on experience, with an indicative range of $100k–$130k + equity. Final compensation will depend on the level at which the candidate is hired, as we're considering multiple levels for this role.

Other Benefits include:

  • Unlimited vacation
  • Health Insurance (including an option completely covered by Fora HQ)
  • Dental & Vision Insurance
  • ClassPass Memberships
  • 401k plan
  • 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.

Our Values

We’re forging our own path

Fora has always been about driving change within the industry. We’re not interested in maintaining the status quo.

We’re stronger together

Community is our cornerstone and collective power is our strength. We believe we can all go further when we operate together, using our combined leverage to unlock better opportunities and outcomes for our advisors, partners, and travelers.

We believe in technology

We believe technology is an answer to some of the most fundamental challenges the travel industry faces. We believe advancements in AI, bold investments in our platforms, and a world-class data infrastructure will transform the work of our advisors and our partners, while creating better travel experiences for travelers.

We’re here to serve

We operate in service of our community and believe that when they’re empowered to focus on what they do best, we all win. It’s why we relentlessly advocate for our advisors and prioritize their best interest every step of the way.

We mean business

Fora is equal parts fun, meaningful work and serious travel business. We’re unlocking opportunities for thousands of travel entrepreneurs, delivering a stream of high-quality guests at scale for our partners, and providing a superior travel experience for our travelers. It’s a better equation for the future of our industry.

WORK AUTHORIZATION

Authorization to work in the United States is required for full-time roles based in our New York City office. Fora is unable to sponsor or assist with U.S. work authorization. Roles based outside of the United States are not subject to this requirement.

EQUAL OPPORTUNITY

Fora is committed to an equitable hiring process and an inclusive work environment. BIPOC and traditionally underrepresented candidates are strongly encouraged to apply. We will not discriminate and will take action to ensure against discrimination in employment, recruitment, advertisements for employment, compensation, termination, upgrading, promotions, and other conditions of employment against any employee or job applicant on the bases of race, color, gender, national origin, age, religion, creed, disability, veteran's status, sexual orientation, gender identity, gender expression or any other characteristic protected by law.

From $25, paid onceGet the CV for this job

What happens when you press

One press. We do the rest.

  1. A CV for this posting

    Written against Fora's own wording, from every piece of relevant proof in your profile.

  2. 25 readers review it

    Recruiter, hiring manager, skeptic and more read every draft, round after round. You get the best round.

    The review screen in CV Rocket: how each CV was read, round by round.

  3. We apply on Fora's form

    Our application engine gets through the hardest forms there are. Where a question needs you, AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

    An application in CV Rocket: every answer filled in on the employer's form.

  4. Every reply, sorted

    Fora's answer lands in your private mailbox, and we classify it on arrival: interview, question, rejection.

    The CV Rocket inbox: each employer reply classified as an interview, an action or a rejection.

  5. Reply with AI

    AI helps you write the email, checks it and sends it. We show you whether the recruiter read it.

  6. The interview in your calendar

    Full integration with your calendar. The invitation goes straight in.

    An interview invitation in the CV Rocket inbox, added to the candidate's calendar.
Get the CV for this job

From $25 per CV, paid once. No subscription.

Why it works

3×

more interviews than doing it yourself with ChatGPT.

ChatGPT writes a CV and never learns what happened to it. We see every reply. For each CV we know:

  • How it was written, and how the review scored it
  • When we applied, and how long after the posting went up
  • Which posting, which company, which city
  • Who got the interview, and who heard nothing

That is how we know which CVs get called.

Get the CV for this job

From $25 per CV, paid once. No subscription.

The numbers game

More applications. More interviews.

Every application goes out with its own CV, written for that posting and paid once. Send enough of them and the law of large numbers finds you the job.

Get the CV for this job
By hand5–10
With CV Rocket100
applications a day

Nearby

Live postings like this one

Same employer first, then the same role elsewhere.

Before you press

Straight answers

Get the CV for this job

From $25 per CV, paid once. No subscription.

What if my background isn't good enough?

We make the most of the background you have. The CV uses every piece of relevant proof your profile holds, and one of the 25 readers reads your whole profile and flags what the CV left out.

Do you really apply for me?

Yes, on the employer's own form, the hardest ones included. Where a question needs you, you answer it right there and AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

Is it a subscription?

No. You pay once per CV, from $25. Every application goes out with its own CV, written for that posting.

One job. One CV.
Paid once.

Pick the posting you want. We write for it, apply for you and catch the reply.

Get the CV for this job

From $25 per CV, paid once. No subscription.