Responsibilities
- Serve as the first point of contact for customers, troubleshooting issues and escalating complex inquiries as needed.
- 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.
- 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.
- Help shape the future of Folio Support, leveraging AI and world-class technologies as we scale.
- Work cross-functionally with founders, engineering, sales and others to have real ownership over the entire customer experience end to end as we scale.
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.
Nice to Have
- Experience in or passion for hotels, hospitality, or travel.
Benefits
- Competitive compensation
- Health benefits
- Flexible PTO
Team
Team size: small but mighty team
Additional Information
- Quarterly in-person travel to work together and stay with one of our hotel partners.
- Occasional travel to meet customers in person.
- Remote-first company with hubs in Durham NC, San Francisco, and New York City.
