Customer Support

Job not on LinkedIn

🕒 November 18, 2025

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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Folio

WebsiteLinkedInAll Job Openings

1 - 10 employees

Founded 2023

🤝 B2B

💸 Finance

☁️ SaaS

B2B • Finance • SaaS

Folio is an innovative procure-to-pay solution designed specifically for the hospitality industry. It simplifies the process of ordering, managing bills, and paying suppliers in one easy-to-use platform. Folio's intuitive interface eliminates the need for extensive training, allowing hotel teams to quickly set up workflows and start managing their expenses efficiently. The platform also leverages AI technology for fast invoice processing and offers secure payment solutions that help businesses save both time and money.

📋 Description

• 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.

🎯 Requirements

• 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 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.

🏖️ Benefits

• competitive compensation • health benefits • flexible PTO