About The Role

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.

Requirements

• 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

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.