Customer Experience Agent

Résumé du poste

You will serve as the primary point of contact for users, managing inquiries via chat, email, and phone while troubleshooting product and banking issues. Additionally, you will advocate for customer needs and contribute to improving internal processes and documentation.

Détails du poste

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, Rocco, 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 role As 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 5 - 15 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 Competitive salary and meaningful equity Comprehensive health & benefits package Generous PTO $1K/year stipend to purchase our customers' products $100/mo wellness stipend Yearly offsite—last year we went to Mexico City! In-office perks: Commute covered and $20/day lunch stipend 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 St. Andrew Station.

Ce que vous ferez

You will serve as the primary point of contact for users, managing inquiries via chat, email, and phone while troubleshooting product and banking issues. Additionally, you will advocate for customer needs and contribute to improving internal processes and documentation.

Exigences

Candidates must have at least 2 years of experience in customer support or experience roles with strong communication skills. Proficiency in support tools like Intercom or Zendesk and a customer-first mindset are essential.

Avantages

• Competitive salary • Meaningful equity • Comprehensive health and benefits package • Generous PTO • Product stipend • Wellness stipend • Yearly offsite • Commute covered • Lunch stipend

Compétences indiquées

• Customer support · Souhaitée
• Résolution de problèmes · Souhaitée
• Documentation · Souhaitée
• Troubleshooting · Souhaitée
• Communication Skills · Souhaitée

Autres compétences pertinentes

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• Customer support
• Customer experience
• Communication skills
• Problem-solving
• Intercom
• Zendesk
• Fintech
• Financial services
• Banking workflows
• Troubleshooting
• Documentation
• Empathy
• US payment operations
• Product feedback
• Financial Technology (FinTech)
• Composure
• Workflow Management
• Payment Operations
• Solution-Oriented
• Self-Discipline
• Voice of the Customer (VoC)
• AI Agents
• Customer Support
• Commercial Banking
• Cash Management
• Customer Service
• Customer Advocacy
• Equities
• Sales
• Financial Services
• R (Programming Language)
• Scalability
• Internal Documentation
• Problem Solving
• Troubleshooting (Problem Solving)
• Verbal Communication Skills
• Calmness Under Pressure
• Customer Inquiries

Domaines d’emploi

• Customer Service & Support
• Finance & Accounting
• Technology
• Software
• Customer Experience Agent
• Customer Service Representative (General)
• Inquiry Clerks
• Customer Service Representatives