Customer Support

Job description

[Folio](https://folio.co/) is a fast-growing software startup on a mission to improve hospitality profitability, starting with simplifying how hospitality businesses manage spend. Our financial operations platform transforms the procure-to-pay process, helping operators gain control and visibility over how money moves through their business. Our customers include over 300 hotels across industry leaders. We recently closed our Series A co-led by Construct Capital and Thrive Capital. We're looking for a **Customer Support Specialist** to deliver exceptional service to our hotel customers and partners. You'll be the friendly, reliable voice of Folio — helping customers navigate our platform, resolving issues quickly, and ensuring every interaction leaves them feeling supported. If you love helping people, take pride in delivering great service, and thrive in a fast-paced environment, this is the role for you. ### **What you'll do** - Product Support: Serve as the first point of contact for customers, troubleshooting issues and escalating complex inquiries as needed. We utilize Intercom to manage our customer interactions via email and messages primarily. - Voice of the Customer: Collaborate with product, design and engineering to continuously improve our products and the customer experience, advocating for our customer needs and priorities. Partner with GTM to help our customers make the most out of Folio. - Operational Processes and Documentation: Handle operational requests and proactively drive improvements in our processes and internal workflows. Create documentation to help our customers solve their issues themselves and to level up our internal teams. - Build with us: Help shape the future of Folio Support, leveraging AI and world-class technologies as we scale. We are reimagining a seamless experience for our customers, bringing personalization, empathy and speed to the customer experience. You'll have high visibility across the company and work directly with founders, engineering, sales and others. This is a great opportunity to have real ownership over the entire customer experience end to end as we scale. ### **What excites us** - 3+ years of customer or technical support experience at a high-growth tech startup. - Intercom and support tools knowledge: You're highly proficient in Intercom and have experience optimizing for technology solutions to improve the customer and our teams experience (automations, AI driven self self service solutions, knowledge base, etc.) - Customer Success: You are passionate about helping customers, improving their experience and making them succeed. - Exceptional Communication: Excellent verbal and written communication skills with ability to simplify complex topics into concise messages across different audiences, and serve our customers with professionalism and empathy. - Impact and velocity: Experience handling competing priorities and demonstrated bias for action. You thrive in ambiguity and rapidly adapt to change. - Bonus: Experience in or passion for hotels, hospitality, or travel. ### **What excites you** - Working in a fast-paced, high-accountability environment where your work directly impacts customers and the business. - Building processes from scratch and proposing innovative solutions to customer problems and internal operations. There are not old playbooks to follow! - Building strong relationships with customers, becoming their trusted partner and an advocate for their needs. Your feedback will drive tangible product improvements. - Working cross-functionally with a supportive team that values your input, and where you can expand your knowledge. - Joining a growing company early — with real opportunity to grow as we scale - Having ownership and autonomy over how you manage your work ### **Working at Folio** We're a small but mighty team backed by top-tier investors and operators. Our customers include some of the most respected names in hospitality, and we're growing fast. You'll be joining at an inflection point — with the opportunity to help shape how we scale our customer support function. We believe great people don't take themselves too seriously. We move quickly, think rigorously, and default to action. If that sounds like your kind of environment, we'd love to meet you. We're a remote-first company, with hubs in Durham NC, San Francisco, and New York City. Quarterly, we travel to work together in-person and stay with one of our hotel partners. You will have the opportunity to travel occasionally and meet our customers in person. We offer competitive compensation, health benefits, and flexible PTO.