Advisor Experience Associate

3 days ago

New York, United States Fora Full time

About Fora

Hi, we're Fora. We're reimagining the travel advisor industry with fresh eyes, and building a travel agency that is modern, inclusive, tech-enabled and well, cool.

Fora is a next-generation travel platform that, through training and tools, enables anyone to become a travel agent. Fora's mission is to empower 100,000 entrepreneurs to transform their passion for travel into revenue, and we're doing it by curating the most incredible experiences for travelers.

Fora was founded in 2021 by travel entrepreneurs Henley Vazquez, Jake Peters and Evan Frank - who shared one big idea. Since then, we've grown to a team of 50+ full-time employees, with an office headquarters in Tribeca, New York City.

We are fortunate to be backed by an incredible group of investors and are looking for more talented and mission-driven individuals to join our team.

About the Role

We're seeking an Advisor Experience Associate who has a passion for supporting the entrepreneurial journey of travel advisors. This cross-functional, advisor-facing role offers a unique opportunity to work directly with various teams and drive meaningful impact within a fast-growing tech startup.

The AX Associate will report to the Senior Manager, Advisor Strategy & Operations. This position is perfect for someone who cares deeply about customer (advisor) success and is eager to learn quickly in a high growth startup environment. This role is based in New York City with 4 days a week (M-Th) at our office in Tribeca.

What You'll Do

Advisor Support & Operations (50%)

  • Own the Advisor Experience segment of the inbound support queue.
  • Ensure service standards are met and collaborate with the Advisor Experience team to standardize responses and processes.
  • Analyze key themes and build reporting infrastructure to track advisor concerns.
  • Propose solutions for training, processes, and products to address advisor issues.
  • Develop documentation for internal teams to standardize processes and responses.
Training Operations & Facilitation (30%)
  • Work with the Program Operations Specialist to maintain the accuracy and integrity of the advisor training library by identifying outdated materials and gaps in the learning journey/
  • Work cross-functionally to assist with the development and creation of training materials.
  • Facilitate weekly advisor onboarding group calls and assist the Head of Training & Development with facilitating ad-hoc trainings and webinars on an as-needed basis.
  • Iterate on regularly-referenced data tables and tools that track and inform team KPIs.
Special Projects (20%)
  • Collaborate with Advisor Experience leadership on special projects, such as enhancing support systems to better assist advisors as we scale.
Requirements for Advisor Experience Associate
  • 1-3 years of prior professional experience, including internships or part-time roles, in a high-growth startup environment or project management/operations role.
  • Bachelor's degree in Business, Communications, or a related field, or equivalent experience.
  • Demonstrated proficiency in written and verbal communication with customers or clients.
  • Demonstrates a comfort and confidence in speaking to groups on Zoom and in person.
  • A passion for ensuring customer (advisor) success and a deep understanding of customer needs and challenges.
  • Ability to thrive in a fast-paced, high-growth startup environment with a willingness to learn and adapt quickly.
  • Strong interpersonal skills with the ability to work cross-functionally with various teams and stakeholders.
  • High attention to detail in documentation and reporting to ensure accuracy and consistency.
Strongly preferred - candidates who have a knack for:
  • Demonstrated ability to analyze data, identify key themes, and generate actionable insights.
  • Familiarity with CRM systems and support tools; ability to quickly learn new software and systems.
  • Proven experience in customer support or a related field, preferably in a tech or startup environment.
Compensation:
  • Salary: $60-70K + equity
We pride ourselves on our great benefits, including:
  • Unlimited PTO
  • Health Insurance (including an option completely covered by Fora HQ)
  • Dental & Vision Insurance
  • One Medical Membership
  • 401k plan
  • Commuter Benefits
  • Supplemental Life Insurance
  • Stock Options


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.

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