Financial Operations Specialist

About Fora Fora is the modern travel agency, redefining what it means to be a travel advisor in today's world. We're a next-generation platform that provides a comprehensive, business-in-a-box solution"”combining cutting-edge technology, personalized training, a vibrant community, and exclusive industry partnerships"”all designed to empower anyone with a passion for travel to turn that passion into a thriving business. Whether you're a travel enthusiast or an experienced professional, Fora equips you with everything needed to launch and scale a successful travel advisory business, making it the ultimate way to align work with your lifestyle. At the heart of Fora is our mission: to enable 100,000 entrepreneurs to transform their love for travel into a fulfilling full-time or part-time career, offering unparalleled flexibility, autonomy, and support. We believe that everyone, from seasoned travel professionals to first-time entrepreneurs, can build a career that's both profitable and aligned with their passions. Our platform combines innovative technology with the human touch, offering: Best-in-class training programs to help agents develop expert knowledge, no matter their starting point. A powerful suite of tools for booking, client management, and marketing, ensuring agents can focus on delivering exceptional travel experiences. Access to an engaged community of fellow advisors, fostering collaboration, support, and shared learning. Exclusive partnerships with top travel brands, providing access to competitive rates, perks, and experiences that elevate advisors' offerings. Since our founding in 2021 by experienced travel entrepreneurs Henley Vazquez, Jake Peters, and Evan Frank, Fora has experienced rapid growth, expanding to a team of 70+ full-time employees based in downtown New York City. We are proud to be backed by an incredible group of investors, including Forerunner Ventures, Insight Partners, and Heartcore Capital, whose support underscores our commitment to building a platform that not only revolutionizes the travel industry but also creates meaningful opportunities for individuals everywhere. Fora is a mission-driven company that believes in the power of entrepreneurship, community, and passion. As we continue to grow, we are looking for more talented and like-minded individuals to join our team - people who are excited about transforming the travel space and helping us scale our vision globally.   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. About the role We are seeking a motivated Financial Operations Specialist to join our HQ team at Fora. You will play a key role in delivering high quality support to our advisors' finance-related inquiries, ensuring the success of our day-to-day financial operations, and reporting regularly on support KPIs and themes. By acting as a trusted point of contact to our advisors, you are responsible for bridging the gap between advisor satisfaction as it relates to finance and our goal of achieving operational excellence. The ideal candidate is a highly organized, positive self-starter with excellent communication and problem-solving skills. Key Responsibilities Advisor Support & Solutioning (50%) Own and investigate high-complexity tickets as the advisor-facing Finance support expert via Intercom Monitor key support queues and review responses handled by offshore team members Collaborate across teams (including finance, product, and product operations) to report on key themes and configure solutions Lead live support and training sessions with advisors Operational Execution (30%) Perform operational day-to-day tasks within bookings ingestion and advisor payouts Oversee offshore team to ensure proper execution of financial operations Ensure bookings data integrity by building QA processes, actioning defect monitors, and documenting new processes Investigate ad hoc finance inquiries and failed payment transactions SOP and Training Development (20%) Develop comprehensive training materials for the offshore team to deliver a "best-in-class" support experience for advisors Maintain and organize SOPs to document internal operational processes   Requirements 1-2 years of experience in an operations, customer success, or support role, including internships Strong written and verbal communication skills, with the ability to handle complex advisor-facing inquiries in a professional and empathetic manner Exceptional organizational skills, with the ability to translate support themes into well-documented SOPs and solutions Enjoys working in a fast-paced startup environment, with the ability to quickly pivot and manage multiple priorities Strongly Preferred  Experience in a customer-facing role, with a focus on both written and verbal communication Experience with Excel/GSheets, dashboard tools (Metabase, Tableau), support tools, and Jira   Compensation Compensation range for this role can vary widely depending on experience, and for this role an indicative range is $60,000 - $70,000 + equity. Other benefits include: Unlimited vacation Health Insurance (including an option completely covered by Fora HQ) Dental & Vision Insurance One Medical + 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.  -- WORK AUTHORIZATION You must have authorization to work in the United States. Fora is unable to assist applicants with obtaining work authorization. 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.

Created: 2024-11-05