---
title: 'Customer Experience Agent at Highbeam'
canonical: 'https://feeny.ai/job/customer-experience-agent-highbeam-toronto-jjjba4g06hmr'
type: 'job'
last_seen: '2026-09-08'
---

# Customer Experience Agent at Highbeam

- **Company:** Highbeam
- **Location:** Toronto, Canada
- **Employment:** full-time
- **Work type:** onsite
- **Posted:** 2026-09-01
- **Last confirmed live:** 2026-09-08
- **Apply:** https://jobs.ashbyhq.com/highbeam/ebe6bcc0-01b1-47ae-abd9-47c2553307ba

## Job description

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 https://www.cutsclothing.com/, Tushy https://hellotushy.com/, Rocco https://roccofridge.com, Sabah https://www.sabah.am/, Still Here https://www.stillhere.nyc/, Alice Mushrooms https://alicemushrooms.com/, Original Grain https://www.originalgrain.com/, birddogs https://www.birddogs.com/, 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.

[https://app.ashbyhq.com/api/images/user-content/7f0a2d9f-58d8-4b30-b1d9-7e652dfbd66d/962259dc-2fcd-40ed-8403-289c8a933cc7/image.png]

[https://app.ashbyhq.com/api/images/user-content/7f0a2d9f-58d8-4b30-b1d9-7e652dfbd66d/4192f743-4861-44cd-a1f6-473b86c927ae/join%20us%20(1).png]

## 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 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

1. 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

1. 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.

## About Highbeam

## Company Overview
- **One-liner**: Highbeam provides an all-in-one banking and financial operations platform specifically built for ecommerce and omni-channel consumer brands.
- **Entity Type**: Private (Series A)
- **Headquarters**: New York, New York, United States
- **Founded**: 2021
- **Founders**: Samir Shergill (Co-founder & CEO) and Gautam Gupta (Co-founder)

## Core Business
- **Primary Industry**: Fintech / Banking-as-a-Service for Ecommerce
- **Target Customers**: B2B, specifically ecommerce and omni-channel consumer brands (typically those with over $5M in annual sales).
- **Mission Statement**: "To make entrepreneurship profitable" by partnering with founders to put them on the path to financial freedom through exceptional cash management.

## Products & Services
- **Highbeam Banking**: A business checking and savings account with up to 3.29% APY and $3M in FDIC insurance coverage through Thread Bank.
- **Highbeam Cards**: Virtual and physical cards offering up to 2% cash back on ad spend and 1% on all other purchases.
- **Highbeam Capital**: A flexible line of credit and cash advances tailored to ecommerce brands, with transparent rates.
- **Highbeam Bill Pay**: Integrated bill payment services to lower costs, boost security, and automate vendor payments.
- **Highbeam Intelligence**: AI-powered finance agents that automate scenario planning, treasury management, bookkeeping, and reporting.
- **Spend Management**: Real-time spend monitoring and insights through a centralized dashboard.

## Market Standing
- **Valuation/Market Cap**: Not publicly disclosed.
- **Total Funding**: $47M raised.
- **Latest Funding Round**: Series A ($30M raised approximately 10 months ago).
- **Notable Investors**: FirstMark Capital, Mayfield, Deviation Capital, Acrew Capital, Vesey Ventures, and 7 others.
- **Growth Signals**: The company has processed over **$1B in transaction volume** and has a team of **200+ employees**. It is trusted by hundreds of consumer brands.

## Competitive Advantages
- **All-in-One Platform**: Consolidates 7-10 different finance tools (banking, capital, cards, bill pay, intelligence) into a single, intuitive platform, saving time and money for brand founders.
- **AI-Powered Finance Agents**: "Highbeam Intelligence" automates complex financial tasks like scenario analysis and treasury management, acting as an always-on finance team.
- **High FDIC Coverage**: Offers up to $3M in FDIC insurance, providing significant peace of mind for brands holding large cash reserves.
- **Founder Community**: Provides access to a network of high-growth brands and preferred vendors, adding a community-driven value beyond just financial services.

## Strategic Focus
- Deepening its platform for omni-channel brands by integrating more deeply with ecommerce ecosystems.
- Expanding its AI capabilities to further automate financial operations for its customers.
- Scaling its capital offerings to provide more flexible and accessible financing to its user base.

## Why Work Here
- **High-Growth Environment**: As a well-funded Series A company processing over $1B in volume, Highbeam is in a rapid scaling phase, offering significant career growth opportunities.
- **Mission-Driven Team**: The company is focused on solving a real pain point for entrepreneurs, making the work impactful and meaningful.
- **Strong Founding Team**: Leadership includes experienced operators from AppNexus (acquired by AT&T), McKinsey, Microsoft, Shopify, Venmo, and Alloy.
- **Location**: Based in New York, NY (510 LaGuardia Place, Floor 2, New York, NY 10012).
- **Work Policy**: Not explicitly stated on the careers page, but as a modern fintech, a hybrid or flexible remote policy is common in the industry.

## Sources
1. [highbeam.com](https://www.highbeam.com/)
2. [highbeam.com/about](https://www.highbeam.com/about)
3. [cbinsights.com](https://www.cbinsights.com/company/highbeam)
4. [linkedin.com](https://www.linkedin.com/company/highbeam-co)
5. [jobs.ashbyhq.com/highbeam](https://jobs.ashbyhq.com/highbeam)

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- [AI Implementation Associate](https://feeny.ai/job/ai-implementation-associate-highbeam-new-york-35ym7g9qnr3w) — New York, NY
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