Customer Support Specialist, Highnote
$70-95k
+ Equity
Card issuer and payments services
Be an early applicant
Card issuer and payments services
101-200 employees
Be an early applicant
$70-95k
+ Equity
101-200 employees
Company mission
To address limitations in the growing embedded finance market.
Role
Who you are
- The ideal candidate has strong technical expertise in Zendesk, problem-solving skills, and a proactive approach to system management and support
- 5+ years of experience on a Customer Support team with a focus on payments, card issuance, or fintech
- Proficiency with Zendesk (or similar customer support platforms) for ticket management and reporting
- Strong organizational skills for maintaining and improving internal documentation and knowledge bases
- Attention to detail to ensure content accuracy, consistency, and usability
- Project management abilities to coordinate and track initiatives, including AI tool implementation
- Technical aptitude and adaptability to support AI integration and leverage new tools
- Excellent written communication for clear documentation and internal updates
- Process improvement mindset to identify and streamline workflows and support operations
Desirable
- Strong communication skills to develop and perform processes and reporting and to communicate issues, solutions and recommendations
- Positive, enthusiastic, highly organized with an excellent work ethic and a desire to be “hands-on” while also creating a best in class function from the ground up
- Ability to tackle problems and queues efficiently, while still maintaining a high-level of accuracy needed to service our customers
- Maintain a strong and healthy sense of curiosity. You have a desire to understand the root-cause to any problem, evaluate explanations provided, and perform due diligence to validate your understanding. This spans across all aspects of your work
- Ability to set/achieve goals and own deliverables with little supervision
What the job involves
- We are looking for an organized and detail-oriented Customer Support Specialist to join our team
- In this role, you will be responsible for managing daily customer inquiries, coordinating issue resolution across departments, and maintaining accurate records of support activities
- This role will work closely with the Head of Customer Support to implement process improvements, automate tasks, and keep the system aligned with business needs
- Manage and triage support tickets in Zendesk, ensuring timely resolution and escalation as needed
- Manage Zendesk configuration, workflows, and integrations to meet business needs
- Review and update internal documentation and knowledge base content to keep resources current and accurate
- Track and manage projects and process improvements, including coordinating tasks and deadlines across teams
- Support the implementation and integration of AI tools into operational workflows and documentationMonitor and maintain AI-assisted tools or automations once implemented, identifying opportunities for optimization
Our take
Highnote is revolutionizing the world of branded payment cards, offering businesses of all sizes the ability to issue customizable cards for customers or employees. Whether for in-store shopping, loyalty programs, or corporate expenses, Highnote makes the process quick and affordable - something that was once only accessible to the largest companies.
Founded by former BrainTree and PayPal executives, Highnote has quickly gained traction in the fintech space. With significant funding and a focus on innovation, the company is positioning itself to surpass competitors like Marqeta. By leveraging the latest technology, Highnote has built a modern platform that enables businesses to create and manage payment cards more efficiently.
With a fresh $90M in funding, new acquiring capabilities, and a strong backing from major investors and partners, Highnote is clearly making its makr. As it continues to grow its platform and expand its global reach, the company is ready to be a key player in the future of embedded finance.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
11% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Jun 2022
$25m
CONVERTIBLE
Sep 2021
$54m
SERIES A
Total funding: $90.5m
Company benefits
- Equity
- Health, Dental and Vision Insurance
- Flexible PTO
- Parental Leave
- 401k Plan
- Paid Lunch During Work Days
- Work From Home Stipend
- Team Events and Offsites
Company HQ
Yerba Buena, San Francisco, CA
Leadership
John MacIlwaine
(Co-Founder & CEO)Previously CTO of Morgan Stanley's Private Client Group, and Head of Global Development at Visa.
Kin Kee
(Co-Founder & CTO)Previously founded KCUBE SOlutions. They also spent 4 years at Lending CLub as the VP of Technology, and 3 years at Braintree as the Director of Architecture.
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