Customer Experience Agent
3 days ago
Highbeam is building the future of business banking and cash management.
Our platform combines AI agents, automated financial workflows, and integrated financial products that save brands time and money.
Customers have generated billions in sales and include well-known brands such as Cuts, Tushy, NYON, Sabah, Still Here, Alice Mushrooms, Original Grain, birddogs, and more.
Our team includes alumni of Shopify, Square, Toast, Rippling, and McKinsey.
We've raised $42M in equity from Acrew, FirstMark, Mayfield, and Two Sigma Ventures.
About this roleAs a customer experience agent at Highbeam, you'll be the first point of contact for our users — supporting them with speed, clarity, and empathy. From onboarding to navigating transactions, you'll help customers feel confident using our platform and ensure they get the most value out of their Highbeam experience.
This is an in-person role based in Toronto.
What you'll do
Deliver high-quality support across our core channels
Respond to customer inquiries via Intercom chat, email and phone with a friendly, clear, and solution-oriented approach
You can expect to handle 20 – 30 chat queries per day and around calls per week
Troubleshoot product issues and work cross-functionally with engineering and product teams as needed
Guide users through banking-related topics including onboarding, account setup, ACH/wire transfers, and transaction troubleshooting
Be the voice of the customer
Spot recurring issues and share feedback to improve our product and internal processes
Turn confusion into clarity: translate complex banking concepts into simple, actionable explanations for users
Advocate for customer needs across the company
Level up how we work
Keep internal documentation and customer-facing knowledge bases clear and up to date
Identify areas where support can be more scalable and efficient — and help build the systems to make it happen
Qualifications
2+ years in a customer support or customer experience role
Strong written and verbal communication skills
Calm under pressure and energized by problem-solving
Comfortable working across tools like Intercom, Zendesk, or equivalent
Deep empathy and a customer-first mindset
Bonus:
Familiarity with US payment operations or banking workflows
Experience in fintech or financial services
Experience working with consumer brand businesses
Willingness to float Canadian holidays to other days when they don't align with US holidays
You'll thrive at Highbeam if...
You love working in-person with a high-performing team
You enjoy working in an idea-meritocratic, low-ego environment
You are proactive and self-directed, and you excel in ambiguous, fast moving environments
You care about delivering a polished customer experience
Bonus: You have experience working in fintech, AI or early-stage startups
What we offer
Chance to join the founding team of a well-funded startup chasing a huge opportunity
Competitive salary and meaningful equity
Great location: Our NYC office is in NoHo, a short walk from the A,C,E · B,D,F,M · N,Q,R,W · 1 · 6 trains. Our Toronto office is downtown near Osgoode Station.
Generous PTO
Comprehensive health & benefits package
Stipends for lunch, commute, wellness, and purchasing customer products
Yearly offsite—this year we're going to Mexico City
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