Customer Technical Support Specialist

About Highnote 

Founded in 2020 by a team of leaders from Braintree, PayPal, and Lending Club, Highnote is an all in one card issuer processor and program management platform. We give digital-first organizations the flexibility to easily issue and process payment cards that accelerate business growth and profitability. 

We’ve raised $104M+ and grown our team to 100+ employees. Headquartered in San Francisco, we’ve managed to build one of the most advanced payments teams in the industry, with team members in 22+ 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.

The Opportunity

Highnote is looking for a Customer Technical Support Specialist to support end to end operations efforts. This is an opportunity to bring your prior experience and tool kit to an early stage company where you will work with risk, compliance, engineering and product to build our support operations from the ground up. 

What you’ll be doing:

• Manage and respond to customer inquiries via phone and email using clear and concise communication skills.
• Working through complex customer cases to determine the root cause and either resolve or communicate the issue to cross-functional teams who can support resolution.
• Escalate inquiries and activity to risk, product, and engineering teams in a time sensitive manner while maintaining communication with the customer on status.
• Perform outreach where appropriate to resolve balance inquiries and communicate incidents.
• Document resolution with supporting evidence and capture actions taken.
• Documenting and maintaining processes and policies in our internal Wiki.
• Refining support processes and creating training materials for cross-training.

What you’ll need to be wildly successful: 

• 2 + years of experience on a Customer Support team with a focus on payments, card issuance, or fintech 
• Experience with APIs and experience understanding and reading code
• Detail oriented and strong writing skills
• Experience in initiating disputes for customers and awareness of chargeback processes
• Knowledge of supporting both commercial entities and consumers
• Successful under pressure and with shortened deadlines
• Demonstrated success developing inventive solutions to complex problems

Bonus Qualifications:

• GraphQL experience

Why Highnote?

• We’re an early stage 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, and XYZ Ventures. 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
• Up to 16 weeks off for Maternity leave + up to 6 weeks of Paternity leave
• Equity in Highnote
• Stipend to build out your home office; internet 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 $65,000-$105,000.

Please note that positions located in San Francisco are hybrid and include core working days of Tuesday, Wednesday, Thursday in office. We provide flexible work options based on distance from our downtown SF office. 

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).