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Travel Advisor Experience Associate
2 months ago
About Fora
We're reimagining the travel industry with a modern, inclusive, and tech-enabled approach. Our mission is to empower entrepreneurs to transform their passion for travel into revenue, and we're doing it by curating incredible experiences for travelers.
We're a next-generation travel platform that enables anyone to become a travel agent. Our team of 50+ full-time employees is based in Tribeca, New York City, and we're backed by an incredible group of investors.
About the RoleWe're seeking an Advisor Experience Associate who has a passion for supporting the entrepreneurial journey of travel advisors. This cross-functional 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.
Key Responsibilities- 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the Program Operations Specialist to maintain the accuracy and integrity of the advisor training library by identifying outdated materials and gaps in the learning journey.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.
- 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.
- 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.
- Salary: $60-70K + equity
- 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