Fora is the modern travel agency, empowering the next generation of entrepreneurs to build thriving travel advisory businesses. We're modernizing the $100B+ travel industry with AI woven through every part of the advisor's workflow, plus global supplier relationships, personalized training, and a vibrant community, all in one place. That's what lets advisors build businesses that scale, while their taste and service create trips no algorithm alone could plan. At the heart of it all is our mission: to help the next generation of travel entrepreneurs turn their love for travel into a fulfilling career, whether full-time or part-time.
The same idea shapes how we work. We're mission-driven and obsessed with our customers, and we believe humans and AI are both essential: the best work here comes from people and technology at their best, together.
Founded in 2021, Fora has grown to a team of 200+ full-time employees based in downtown New York City. In 2026, we closed a $60 million Series D led by Forerunner and Tactile Ventures, with continued backing from Thrive Capital, Insight Partners, and Heartcore Capital. We've been named a LinkedIn Top Startup (2024), one of Fast Company's Most Innovative Companies (2023 and 2025), and one of TIME's 100 Most Influential Companies (2026).
Come build something that hasn't existed before.
Fora is a community of independent travel advisors — and trust is the foundation that community runs on. When something goes wrong, this role is the first human voice our advisors, clients, and partners hear. It has to be the right one.
The Trust & Safety Support Lead will own Fora's enforcement operations end-to-end: intake, investigation, communication, resolution, and appeals. This role will work within a structured severity framework and a library of playbooks, but the cases themselves are never simple — they involve conflicting accounts, ambiguous evidence, and real stakes for the advisors involved. The Trust & Safety Support Lead’s job is to hold the policy line with clarity and firmness while making sure every advisor, client, and partner feels heard, respected, and treated fairly.
Our advisors are building small businesses on top of Fora's platform. A T&S interaction with them carries weight — professional, financial, and emotional. This role requires someone who understands that enforcement and empathy are not opposites.
Key Responsibilities- Own end-to-end case management for all advisor, client, and partner integrity issues — from intake and investigation through enforcement decision, communication, and resolution.
- Serve as Fora's primary enforcement communicator: deliver policy decisions across all severity levels with clarity, empathy, and professionalism — using structured templates and bespoke responses as the situation demands.
- De-escalate complex, multi-party disputes involving conflicting accounts from advisors, clients, and partners; synthesize evidence, apply Fora's three-lens decision framework (reputation → partner relationships → client experience), and document your reasoning at every step.
- Own the advisor appeals process — receive, review, and adjudicate appeals within defined SLA windows; maintain overturn data to surface enforcement inconsistencies and drive calibration.
- Escalate high-severity cases — fraud, identity flags, potential legal exposure — with a complete case summary, severity assessment, and recommended action.
- Define and track core T&S operational metrics: case volume, SLA adherence, resolution time, appeal overturn rate, and enforcement action distribution; deliver weekly and bi-weekly reporting to cross-functional leadership.
- Serve as the primary feedback loop between enforcement and policy: document edge cases, identify emerging abuse patterns, and propose policy updates on a regular cadence.
- Maintain and improve the communications template library; proactively communicate policy changes to the advisor community to reduce violations before they occur.
- Conduct QA reviews on enforcement decisions to ensure policy is applied consistently; identify process gaps and brief the T&S Operations team on automation opportunities.
- 3+ years in Community Operations, Compliance, Account Management or a high-volume case management function at a marketplace or high-growth tech company - Prior Trust & Safety experience is a plus
- Proven ability to de-escalate complex, multi-party disputes and deliver enforcement decisions with empathy, precision, and professionalism across a wide range of scenarios
- Track record of managing high-volume case queues with rigorous documentation, consistent decision-making, and adherence to defined SLAs
- Strong written communication skills; able to draft nuanced, human-first enforcement communications across sensitive situations including suspensions, policy violations, and offboardings
- Familiarity with case management or support platforms (Intercom, Zendesk, or equivalent) and operational tracking tools
- Genuinely AI-savvy — you use AI tools as a core part of how you work, not a supplement; you've personally set up workflows, prompts, or automations that you rely on daily and couldn't do your job at the same quality or volume without
- Strong analytical skills; able to define KPIs, track enforcement outcomes, and surface trends that inform policy and process improvements
- Experience at a 1099 marketplace, gig economy, or independent contractor platform strongly preferred; travel or hospitality industry background a plus
- High ownership mentality — you make calls within a framework, document your reasoning, and escalate strategically rather than waiting for direction
- Based in NYC or willing to relocate; must be authorized to work in the US
Compensation for this role varies based on experience, with an indicative range of $90K–$110K + equity. Final compensation will depend on the level at which the candidate is hired, as we’re considering multiple levels for this role.
- Unlimited vacation
- Health Insurance (including an option completely covered by Fora HQ)
- Dental & Vision Insurance
- Wellhub Memberships
- 401k plan with company match
- 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.
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.
WORK AUTHORIZATION
Authorization to work in the United States is required for full-time roles based in our New York City office. Fora is unable to sponsor or assist with U.S. work authorization. Roles based outside of the United States are not subject to this requirement.
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.
Skills Required
- 3+ years of experience in Community Operations, Compliance, Account Management, or high-volume case management at a marketplace or high-growth technology company
- Ability to de-escalate complex, multi-party disputes and communicate enforcement decisions empathetically and professionally
- Experience managing high-volume case queues with rigorous documentation, consistent decision-making, and SLA adherence
- Strong written communication skills for drafting nuanced enforcement communications
- Familiarity with case management or support platforms such as Intercom, Zendesk, or equivalent
- Practical experience using AI tools, workflows, prompts, or automations as part of daily work
- Strong analytical skills for defining KPIs, tracking outcomes, and identifying trends
- Experience at a 1099 marketplace, gig economy, or independent contractor platform
- Travel or hospitality industry background
- High ownership mentality and ability to make decisions within a framework, document reasoning, and escalate strategically
- Based in New York City or willing to relocate
- Authorized to work in the United States without employer sponsorship
Fora Compensation & Benefits Highlights
-
Healthcare Strength — Health, dental and vision insurance are listed for HQ employees, with life and disability coverage also noted on role listings. These offerings establish a solid core of medical protection.
-
Leave & Time Off Breadth — Unlimited PTO, paid holidays and a set number of “work from anywhere” weeks are publicly advertised. This mix suggests generous time-away options alongside flexible/hybrid work.
-
Strong & Reliable Incentives — Advisor compensation follows a clearly tiered commission model (commonly 70/30, with paths to 80/20 and 90/10) and payouts generally occur when suppliers pay. This structure clarifies how variable earnings progress and when money is disbursed.
Fora Insights
Similar Jobs
What We Do
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 power the next generation of travel 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 130+ full-time employees based in downtown New York City. Earlier this year, we announced our $60 million Series B and C investment rounds, led by Thrive Capital and Insight Partners, with participation by previous investors including Forerunner and Heartcore Capital. This funding represents a vote of confidence in the enduring power of entrepreneurship, and secures our ability to build a category-defining travel brand. We have a vision for the future that leverages the best of humans and the best of technology to create the first truly unified platform for all travel needs - from staycation to the safari.
Why Work With Us
Fora is redefining the travel industry by challenging norms and fostering a culture of growth, curiosity, and autonomy. We invest in cutting-edge technology to fuel innovation and empower our team to drive impactful change. Here, you’ll find meaningful work with ample opportunities for internal growth.
Gallery
Fora Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Fora’s workplace policy offers balance and flexibility: we’re in-office 4 days a week, enjoy 3 weeks remote annually, and have flexible Fridays—all in a bright, inviting space in Fidi/Tribeca that fosters collaboration and creativity.
