Folio

Customer Support

• 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.

Sales

• drive sales with leading hotels and property companies
• meet hotel teams in person—on-site or at conferences
• run demos and manage trials to close deals
• partner closely with Customer Success or Onboarding teams
• maintain a healthy pipeline using a mix of outbound hustle, inbound follow-up

Full-stack Engineer

• Drive end-to-end implementations and solutions: partner directly with hotel partners and suppliers to architect, build, and deploy integrations with their existing ERP systems, property management systems, and operational tools
• Own the customer technical journey: lead technical discovery sessions, design custom solutions, and ensure successful production deployments that meet specific business requirements
• Build scalable integration frameworks: create reusable patterns and self-serve tools that accelerate future implementations while maintaining flexibility for customer-specific needs
• Enable rapid onboarding: identify patterns across implementations and build features that reduce time-to-value for new partners
• Shape the product roadmap: surface unmet needs from direct customer work, prototype solutions, and collaborate with product and engineering to build features that benefit all customers
• Develop strategic partnerships with sales and go-to-market teams: work closely with key technology partners to ensure deep, reliable integrations that can become distribution channels for Folio

Forward Deployed Software Engineer

Chief of Staff

• The Folio Chief of Staff will drive operational excellence in partnership with our CEO.
• This hybrid role blends go-to-market execution, general corporate operations, and Chief of Staff-style support.
• You’ll work directly with leadership on high-impact initiatives across sales, finance, and corporate ops — helping to build the foundation for Folio’s next stage of growth.
• This role will evolve rapidly with the business, with broad influence & impact as you take on ownership across diverse business functions.