Support Specialist

📋 Description

• Deliver prompt, accurate support to Fora advisors via Intercom
• Exceed core metrics: SLA, CSAT, AHT, FCR
• Investigate and resolve inquiries end-to-end; escalate as needed
• Write empathetic, clear messages to advisors and partners
• Maintain macros, SOPs, knowledge bases across queues
• Master tools: Intercom, BI dashboards, booking & payment systems

🎯 Requirements

• 1–2+ years in customer support or operations
• Experience with ticketing platforms (Intercom, Zendesk)
• Familiar with SLA, CSAT, AHT, FCR and targets
• Strong written and verbal communication with empathy
• Bachelor's degree or equivalent work experience
• Based in NYC or open to relocation

🎁 Benefits

• Unlimited vacation
• Health Insurance (including an option completely covered by Fora HQ)
• Dental & Vision Insurance
• 401k plan with company match
• Stock Options
• Commuter Benefits