Customer Support Specialist

About Highnote 

Founded in 2020 by a team of leaders from Braintree, PayPal, and Lending Club, Highnote is an embedded finance company that sets the standard in modern card platform management. As an all-in-one card issuer processor and program management platform, we provide digital-first organizations with the flexibility to seamlessly issue and process payment cards, embed virtual and physical card payments, and integrate ledger and wallet functionalities—empowering businesses to drive growth and profitability.

We’ve raised $145+ and have grown our team to 125+ employees. Headquartered in San Francisco, we’ve managed to build one of the most advanced payments teams in the industry, with team members in 25+ US states. 

Operating through our core values of customer obsession, executional excellence, intentional inclusion, we’re helping businesses grow for the future by creating the payment products demanded by tomorrow, with the ability to solve for use cases that don’t exist yet.

We are fast-moving, hands-on, and strongly believe everyone deserves a seat at the table. We believe we’re unlocking incredible opportunities that can change the future of payments, as long as we have the right people to make it happen. 

Job Description

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. The ideal candidate has strong technical expertise in Zendesk, problem-solving skills, and a proactive approach to system management and support.

What you’ll be doing:

• 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

What we are looking for:

• 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

What it takes to be successful: 

• 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.

Why Highnote?

• We’re a startup that allows for our employees to truly build from the ground up and impact every layer of our organization. 
• We’re a team of payments obsessed individuals. While some of us come from the fintech world, some of us don’t. We value the varied backgrounds and the diverse perspectives of our employees. 
• We’re small on hierarchy and big on growth. We’re a flat organization that allows everyone to have direct exposure to our leadership team. We are looking for builders who thrive in ambiguity. 
• We’re backed by Oak HC/FT, Costanoa Ventures, Adams Street Partners, Westcap, and Pinegrove Venture Partners. Angel Investors include Bill Ready (CEO at Pinterest) and Renaud Laplanche (Co-Founder & CEO of Upgrade).

Highnote benefits

• Flexible Paid Time Off 
• 100% healthcare coverage + 75% coverage for dependents
• 401k program
• Paid Parental Leave: Up to 16 weeks paid leave for the birth parent, and up to 6 weeks paid leave for the non-birth parent
• Equity in Highnote
• Stipend to build out your home office; internet and phone reimbursement
• At Highnote we have built a total rewards philosophy that includes fair, equitable, geo-based compensation that is performance and potential based. Our compensation packages are competitive based on robust market research and are a combination of a cash salary, equity, and benefits. In compliance with the Equal Pay for Equal Work Act, the annual salary range for applicants is $70,000-95,000.

Highnote is a diverse and inclusive company committed to growing a diverse and inclusive team. We invite people from all backgrounds and identities to apply. We do not discriminate based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or any other characteristics protected by US federal state or local laws, or the laws of the country or jurisdiction where you work. Additionally, we encourage everyone to share which pronouns you wish for us to use when addressing you (i.e.: she/her, he/him, they/them, etc).