Customer Support Specialist (T1)

A Little About Inn-Flow

At Inn-Flow, we’re more than a hotel software company - we’re a team on a mission to transform how the hospitality industry operates. Built by hoteliers, for hoteliers, our all-in-one back-office platform brings together accounting, labor management, payroll, business intelligence, and more into one seamless experience. Our technology empowers hotel operators to work smarter, make better decisions, and focus on what matters most: delivering exceptional guest experiences. 
 
Inn-Flow is experiencing strong growth and momentum, backed by the strategic investment from Mainsail Partners. As we scale, we’re expanding the leadership team, accelerating innovation, and deepening our impact across the hospitality industry, all while staying grounded in the real needs of operators. 

Our commitment to both customers outcomes and employee experience has earned industry recognition, including multiple top honors from the 2026 HotelTechAwards and recognition as a Top 10 Best Places to Work in Hotel Tech and Triangle Business Journal’s #2 Best Place to Work. 

At Inn-Flow, you’ll have the opportunity to do meaningful work, grow your career, and be part of a company that’s shaping the future of hospitality technology. 

About the Role

Inn-Flow is hiring a Customer Support Representative to join our growing support team. In this role, you’ll be the first point of contact for our hotel customers, helping them get the most out of the Inn-Flow platform by answering questions, troubleshooting issues, and guiding them through day-to-day workflows.

This is an ideal role for someone who loves helping people, picks up new software quickly, and thrives in a fast-paced environment. You’ll develop deep product knowledge across Inn-Flow’s suite of tools and play a key role in delivering the responsive, high-quality support experience that sets Inn-Flow apart in the hospitality industry.

You’ll work closely with senior support specialists, the Product team, and the Customer Success team to ensure customers have a smooth experience. As you grow, there are clear paths to advance into senior support, technical specialist, or other roles within the CX organization.

This is a hybrid role based in the Raleigh, Durham, Chapel Hill area, with in-office collaboration in Raleigh on Tuesdays and Thursdays.

What You’ll Do

• Respond to customer inquiries via phone, email, and chat, providing timely and accurate support
• Troubleshoot product issues, document findings, and escalate complex problems to senior team members when needed
• Guide customers through Inn-Flow workflows including daily activity entry, financial reporting, payroll, and bank reconciliations
• Develop strong product knowledge across Inn-Flow’s accounting, labor management, and operations tools
• Contribute to help center content and support documentation that empowers customers with self-service solutions
• Follow established support processes and workflows to ensure consistent, high-quality customer experiences
• Provide customer feedback to the Product and Engineering teams to help improve the platform
• Participate in team training sessions and knowledge-sharing to continuously build your skills
• Leverage AI tools and emerging technology to enhance support efficiency, improve response quality, and streamline workflows

Qualifications

• 1–2 years in a customer-facing support or service role, preferably in a SaaS environment
• Strong communication skills with a friendly, professional, and proactive approach
• Comfortable learning and navigating complex software platforms quickly
• Experience using support or ticketing tools such as Freshdesk, Intercom, Jira, or Salesforce
• Ability to manage multiple customer conversations and priorities simultaneously
• Attention to detail when documenting issues and following up with customers
• Comfort using AI-powered tools and a willingness to embrace new technology as part of your daily workflow

What Makes You Stand Out

• Familiarity with hotel accounting processes, including budgeting, financial reporting, or revenue management
• Experience in the hospitality industry or with hospitality technology platforms
• Exposure to SQL queries, APIs, or software integration troubleshooting
• A knack for turning complex problems into simple, clear explanations
• Genuine curiosity about how software works and a desire to continuously learn
• Enthusiasm for using AI and automation to work smarter and improve the customer experience

Why You'll Love Working at Inn-Flow

We believe great work starts with taking great care of our people.  

At Inn-Flow, you’ll enjoy: 
 
Benefits 
• Health, dental, and vision insurance 
• Short-Term Disability & Life Insurance 
• 401(k) with a generous employer match 
 
Time Off & Flexibility 
• Flexible vacation and PTO 
• Paid holidays plus a floating holiday 
• Paid volunteer time 
• Hybrid work schedule with in-office collaboration on Tuesdays and Thursdays in our Raleigh office (remote Mondays, Wednesdays, and Fridays) 
 
Work Environment & Culture 
• A beautiful, modern office in downtown Raleigh 
• Employer-paid monthly parking 
• Monthly team socials and regular celebrations 
• Quarterly all-hands meetings 
• A culture rooted in recognition, collaboration, and growth 
• Smart, kind, and genuinely fun people who care about their work - and each other 

Equal Opportunity Employer 
Inn-Flow is proud to be an Equal Opportunity Employer, upholding a work environment free from discrimination and harassment. We make our hiring decisions based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, family status, or any other non-business consideration. We stand firmly against discrimination and harassment in any form.