Conversational AI Operations Specialist

Summary

Fora Travel is a modern travel agency empowering individuals to build advisory businesses. They are seeking a Conversational AI Operations Specialist to maintain and improve their AI advisor support chatbot, Sidekick, by designing systems for quality assurance and content operations.

Responsibilities

• Design and operationalize repeatable systems that drive continuous improvement for Sidekick, including QA frameworks, testing infrastructure, content operations processes, and structured feedback loops
• Own content and knowledge management across Sidekick surfaces, including the Help Center, macros, prompts, and proactive messaging
• Conduct regular QA reviews, establish rubrics and escalation protocols, and ensure consistent quality standards across conversational outputs
• Build and maintain use case testing frameworks to validate new features, guidance prompts, and workflows before launch
• Execute content updates and audits, proactively identifying stale or inaccurate information
• Translate complex internal operations, supplier policies, and platform updates into clear, concise, and well documented internal processes and advisor facing content
• Partner with Support to gather feedback and identify patterns in advisor questions and resolution gaps
• Collaborate with teams including Tour Operations, Booking Platform, and Advisor Integrity to coordinate destination specific guidance, supplier data ingestion, and policy updates
• Coordinate with Product and Engineering on Sidekick updates tied to new feature rollouts and quality assurance
• Act as a keeper of truth for advisor-facing knowledge by independently researching, fact checking, and validating information across multiple sources

Skills

• 1-3 years of experience in content operations, support operations, customer success, technical writing, or a related field
• Demonstrated experience building or improving operational systems or processes that drove measurable improvements
• Proven AI power user who uses AI tools daily in a current or recent role and can speak concretely about workflows built with those tools
• Exceptional writing skills with the ability to communicate complex or technical concepts clearly and concisely for both internal and advisor facing audiences
• Strong research instincts with a track record of independently validating information and synthesizing findings into actionable guidance
• Systems thinker who can design repeatable frameworks and scalable processes rather than one off solutions
• High attention to detail with the ability to consistently execute, follow through, and close loops
• Ability to quickly learn new tools and platforms, including customer support and knowledge base systems
• Strong empathy for users and a genuine commitment to ensuring advisors feel understood and supported
• Ability to work in the United States and be based in or willing to relocate to New York City
• Experience with AI chatbots, conversational design, or prompt writing
• Experience building QA programs, testing frameworks, or structured audit processes
• Hands-on experience with platforms such as Intercom, Zendesk, Notion, or other knowledge base and support tools
• Experience building advanced workflows or automations within support or content systems
• A writing portfolio that demonstrates clear, structured, and user centric communication

Qualifications

Must Haves

• 1-3 years of experience in content operations, support operations, customer success, technical writing, or a related field
• Demonstrated experience building or improving operational systems or processes that drove measurable improvements
• Proven AI power user who uses AI tools daily in a current or recent role and can speak concretely about workflows built with those tools
• Exceptional writing skills with the ability to communicate complex or technical concepts clearly and concisely for both internal and advisor facing audiences
• Strong research instincts with a track record of independently validating information and synthesizing findings into actionable guidance
• Systems thinker who can design repeatable frameworks and scalable processes rather than one off solutions
• High attention to detail with the ability to consistently execute, follow through, and close loops
• Ability to quickly learn new tools and platforms, including customer support and knowledge base systems
• Strong empathy for users and a genuine commitment to ensuring advisors feel understood and supported
• Ability to work in the United States and be based in or willing to relocate to New York City

Nice to Haves

• Experience with AI chatbots, conversational design, or prompt writing
• Experience building QA programs, testing frameworks, or structured audit processes
• Hands-on experience with platforms such as Intercom, Zendesk, Notion, or other knowledge base and support tools
• Experience building advanced workflows or automations within support or content systems
• A writing portfolio that demonstrates clear, structured, and user centric communication

Benefits

• 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