--- title: 'Customer Support at Folio' canonical: 'https://feeny.ai/job/customer-support-folio-remote-tj2xs4qyesek' type: 'job' last_seen: '2026-09-10' --- # Customer Support at Folio - **Company:** Folio - **Location:** Remote - **Employment:** full-time - **Work type:** remote - **Posted:** 2025-11-17 - **Last confirmed live:** 2026-09-10 - **Apply:** https://jobs.ashbyhq.com/folio/7759305d-c53c-4d4b-ad66-84fe55b13779 ## 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. ## About Folio ## Company Overview - **One-liner**: Folio provides an end-to-end procure-to-pay platform built specifically for the hospitality industry, enabling hotels to manage purchasing, bills, inventory, and expenses in one place. - **Entity Type**: Private (Series A) - **Headquarters**: Durham, North Carolina, United States - **Founded**: 2025 (though the company's seed round was in 2023, indicating earlier stealth operations) - **Founders**: Kate Adamson (CEO) and Al Hertz (Co-Founder) ## Core Business - **Primary Industry**: Hospitality technology (Fintech / Hospitality Spend Management) - **Target Customers**: Hotels (boutique, independent, and groups), restaurants, and other hospitality businesses (B2B, SMB to Enterprise) - **Mission/Purpose**: To maximize profitability for hospitality businesses by connecting buyers, suppliers, and financial systems, saving time and cutting costs. ## Products & Services - **Bills**: Automates invoice matching, routing, and approval, saving up to 40 hours per week. Supports touchless invoice processing (e.g., 70% of invoices fully touchless at one property). - **Buy**: A marketplace to shop from approved vendors with real-time pricing and inventory, including integrated order guides and smart carts. - **Pay**: Supplier payment processing with rebate opportunities on eligible spend. - **Inventory**: A tool to count and value inventory, syncing directly with the user's ERP. - **Expense**: Corporate card issuance with guardrails, real-time budget visibility, and reward maximization (launched June 2026). ## Market Standing - **Valuation/Market Cap**: Not publicly disclosed. - **Key Metric**: $14M in total funding (Series A led by Thrive Capital and Construct Capital, with participation from Redseed and SciFi VC, announced July 2025). - **Notable Investors/Partners**: Thrive Capital, Construct Capital, Redseed, SciFi VC. Partners include AAHOA (Asian American Hotel Owners Association) and meez (recipe management). - **Growth Signals**: - **Headcount**: 16 employees (+250% YoY), with strong monthly growth (+16.7%). - **Customer Base**: Serving 300+ hotels. - **Product Expansion**: Launched a new Expense product in June 2026. - **Traffic**: Website visits up +1253.9% year-over-year. - **Efficiency**: Top 25% of buyers place their first order in 20 minutes or less. Drove 6% in savings from real-time product comparison alone. ## Competitive Advantages - **Hospitality-Specific Focus**: Unlike generic procure-to-pay tools, Folio is purpose-built for the unique workflows of hotels and restaurants (e.g., managing supplier catalogs, handling substitutions, high-turnover staff). - **Connected Infrastructure**: Deep investments in data connectivity to link buyers, suppliers, and financial systems (ERPs, GPOs) seamlessly. Founders came from Plaid, bringing expertise in fintech data infrastructure. - **Ease of Use**: Designed to require no training, getting new hires productive in minutes rather than the 16-20 hours typical of other tools. - **Strong Unit Economics**: Demonstrates double-digit cost savings for clients, with managed spend increasing at least 10% over industry-standard tools. ## Strategic Focus - **Platform Expansion**: Continuing to build out the full suite of spend management (recently adding Expense). - **Partnership Growth**: Deepening integration with industry bodies like AAHOA and partners like meez to expand reach and capabilities. - **Data-Driven Profitability**: Leveraging its connected infrastructure to unlock faster reconciliations, better financial decisions, and improved results for both buyers and suppliers. - **Building the Team**: Actively hiring across engineering, product, and go-to-market roles to scale the platform. ## Why Work Here - **Culture**: Values include **Hospitality**, **Ownership**, **Craft**, and **Optimism**. The company emphasizes a supportive, high-agency environment where the team is "relentless in their pursuit of better." - **Work Model**: **Remote-first**. Employees can work from anywhere or from hubs in San Francisco, CA, New York, NY, or Durham, NC. The company hosts quarterly in-person gatherings called *Folio Jams* at partner hotels to connect the team and customers. - **Engineering Culture**: Led by Head of Engineering Charlie Harrington. The tech stack is modern, with a focus on building reliable, connected infrastructure. The team is small (16 people) and growing, offering significant ownership and impact. - **Team Background**: Composed of fintech veterans from companies like Plaid, Bain & Company, Cruise, and Pendo.io, providing a strong peer group for learning and growth. - **Perks**: Home office setup or co-working space provided. ## Sources 1. [folio.co](https://folio.co/) 2. [folio.co/careers](https://folio.co/careers) 3. [linkedin.com/company/folioco](https://www.linkedin.com/company/folioco) 4. [folio.co/blog/announcing-our-series-a](https://folio.co/blog/announcing-our-series-a) 5. [jobs.ashbyhq.com/folio](https://jobs.ashbyhq.com/folio/7759305d-c53c-4d4b-ad66-84fe55b13779) ## Other roles at Folio - [Software Engineer, Forward Deployed](https://feeny.ai/job/software-engineer-forward-deployed-folio-remote-j70fe2n213g2) - [Product Ops, Buy](https://feeny.ai/job/product-ops-buy-folio-remote-2vff7jarma2k) - [Partnership Manager, AAHOA](https://feeny.ai/job/partnership-manager-aahoa-folio-remote-ffwa3jc24pdc) - [Product Marketing Manager](https://feeny.ai/job/product-marketing-manager-folio-remote-9ktabzbpnek0) - [Sales](https://feeny.ai/job/sales-folio-remote-4p9w7kpvehcs) - [Software Engineer, Backend](https://feeny.ai/job/software-engineer-backend-folio-remote-jxyk0h74x4z0) - [Software Engineer, Product (Full Stack)](https://feeny.ai/job/software-engineer-product-full-stack-folio-remote-f3j9st31pbn0) - [Customer Support](https://feeny.ai/job/customer-support-base-power-company-austin-9nw70ma5b0ha) — Austin, TX - [Customer Support](https://feeny.ai/job/customer-support-flux-san-francisco-07c3q3dy0mgb) — San Francisco, CA