About Highbeam

Highbeam is an operating banking and cash management platform for businesses that sell physical goods.

Traditional banks have underserved consumer brands for decades. They charge fees, provide clunky backend software, bureaucratic service, zero interest on cash, no credit, and offer no intelligence on transaction data. Highbeam does the opposite. We automatically sweep idle cash to high yield, provide cash projections, bill pay functions, a user-friendly interface, smart credit, great service, and more. The results are significant savings for our customers in both time and money. We’re turning banking from a cost centre into a profit centre, and helping small businesses make a better living.

We already have hundreds of customers that collectively produce over $1B in GMV (gross merchant volume). We’re on a mission to give brands between $5M and $200M in sales the financial capabilities of the largest brands — but without needing the extra head count. How do we do this? We help automate tasks that treasury and financial planning & analysis teams today do manually.

Our small but mighty team comes from places like Shopify, Square, Rippling and Toast. We have raised $7M+ in equity from FirstMark and Mayfield. We are are based in New York and Toronto.

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

1. 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 messages per day and around 10-20 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
2. 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
3. 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

What we offer