Booking Operations Support Lead

📋 Description

• Lead and mentor a global contractor booking ops support team
• Serve as primary escalation point for booking operations inquiries
• Own complex booking escalations end-to-end and drive process improvements
• Develop deep expertise in Fora's booking systems, GDS, and supplier relations
• Collaborate with Support, Product Ops, Finance, and Engineering
• Drive tooling, workflows, and improvements to scale support

🎯 Requirements

• 3–5+ years in customer support/ops; 1–2 years in a lead or senior IC
• Experience mentoring global or distributed teams
• Proficient with Intercom and Zendesk; strong support metrics (SLA, CSAT, AHT, FCR)
• Able to build scalable workflows, SOPs, and escalation processes
• Excellent written and verbal communication; empathize with advisors
• Based in NYC or willing to relocate; Bachelor's degree or equivalent

🎁 Benefits

• Unlimited vacation
• Health Insurance
• Dental & Vision Insurance
• 401k plan with company match
• Commuter Benefits
• Stock Options