Business Process Director, Highnote
Issuing
$180-220k
+ Equity
Card issuer and payments services
Open for applications
Card issuer and payments services
101-200 employees
Open for applications
$180-220k
+ Equity
101-200 employees
Company mission
To build the future of embedded finance experiences for businesses everywhere.
Role
Who you are
- The ideal candidate will bring extensive knowledge of payment operations, tools like Stripe or Adyen, and experience in prioritizing and managing delivery of complex projects
- Proven track record of implementing scalable customer support processes, including ticketing systems and SLA management
- Demonstrated success in automating workflows and leveraging business process automation tools
- Meticulous in documenting step-by-step of a process to ensure accuracy and completeness
- Strong ability to translate technical processes into easily understandable language for non-technical audiences
- Extensive experience using and optimizing platforms like Zendesk, Unit24, Feedzai, and Kount
- 10+ years of experience in business process design and documentation, with a focus on customer support and fraud/risk management
- Proficiency with tools like Visio, Lucidchart, or similar for process mapping
- Familiarity with fraud detection, risk management tools, and Agile development processes
- Prior experience working in customer-facing roles (e.g. customer support, sales, partnerships, consulting, professional services, etc.)
- An interest in digging into the details of products/processes
What the job involves
- We are seeking a Business Process Director to lead the creation, documentation, and implementation of operational processes, particularly in customer support and fraud/risk management
- You will work cross-functionally with operations, engineering, and other key stakeholders to design scalable solutions, write system requirements, and optimize processes that align with business goals
- This role involves collaborating with cross-functional teams to identify opportunities for optimization, establish best practices, and drive a culture of continuous improvement
- Develop and document scalable operational processes for customer support, including escalation pathways, service-level agreements (SLAs), workflow automations leveraging tools like Zendesk, and defining KPIs to measure process efficiency and customer satisfaction
- Identify opportunities to automate workflows and implement business process automation solutions that enhance operational efficiency and scalability
- Incorporate extensive knowledge of Zendesk to optimize ticketing systems, customer communication channels, and self-service portals
- Conduct gap analyses to identify improvement opportunities in current ("As-Is") processes and create optimized future-state ("To-Be") workflows
- Collaborate with engineering teams to translate business needs into detailed system requirements
- Design fraud prevention and risk management processes that mitigate threats while optimizing customer experience. Leverage tools like Unit24, Feedzai, Kount, and ensure compliance with KYC/KYB requirements
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.
Now, the company is focused on expanding its market presence and developing its platform even further. With strategic partnerships with industry giants like Visa to its name, Highnote will be able to offer an even wider range of card options and financial services, giving customers more ways to manage payments and expenses in today's fast-paced business world.
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
- Flexible Paid Time off: We encourage team members to take the time off they need to recharge and be at their best
- 100% health, dental, vision coverage: We cover your entire monthly premiums, and 75% for spouses and dependents
- Equity, own a piece of Highnote: We want everyone at the company to share in our collective success
- 12-6 weeks paid parental leave: Birth parents receive 12 weeks paid leave, and up to 16 weeks away from work. Non-birth parents receive 6 weeks paid leave
- 401k Retirement Savings: We want to help you invest in your future
- Stipend for WFH: We give all employees a monthly stipend for their work-from-home expenses
- Free lunches during office days: If you work out of San Francisco, you receive free lunches when working from the office
- Team events and offsites: We value team bonding and collaboration in-person when applicable
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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