Support Specialist

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. 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 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. Working at Folio We’re a remote‑first company. Quarterly, we travel to work together in‑person and stay with one of our hotel partners. For the most part, we rely on Google Meet, Linear, Notion, and Slack to make decisions and get things done day‑to‑day. You will have the opportunity to travel frequently and meet our customers in person. We’re a small team who work collaboratively and meet daily for stand‑up. What we value Craft. We take pride in our work, find joy in execution, and believe that the best companies are built at a steady yet resilient pace. Optimism. We believe in ourselves and each other and know anything is possible with the right amount of hustle and grit. Ownership. We love making things better and have a strong sense of shared responsibility over everything we create together. Hospitality. The industry we’re building for has a culture of service to others, and we bring that energy to how we work together each day. Smart, fast purchasing and payments for hospitality where every second and dollar count. 3600 North Duke St #1197 Durham, NC 27704 #J-18808-Ljbffr