• 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.