Senior Disputes Analyst

About Highnote 

Founded in 2020 by a team of leaders from Braintree, PayPal, and Lending Club, Highnote is an embedded finance company that sets the standard in modern card platform management. As an all-in-one card issuer processor and program management platform, we provide digital-first organizations with the flexibility to seamlessly issue and process payment cards, embed virtual and physical card payments, and integrate ledger and wallet functionalities—empowering businesses to drive growth and profitability.

We’ve raised $145M+ and have grown our team to 125+ employees. Headquartered in San Francisco, we’ve managed to build one of the most advanced payments teams in the industry, with team members in 25+ 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. 

We’re looking for a Senior Disputes Analyst who combines deep operational expertise with critical thinking and a bias for improvement. While you will spend a portion of your time with frontline processing, you will mostly focus on escalation handling, QA, and driving smarter, faster dispute resolution.

This role is perfect for someone who thrives on digging into operational pain points, questioning the status quo, and proposing creative, compliant solutions. You’ll act as the connective tissue between frontline execution and strategic initiatives—ensuring accuracy, identifying trends, and pushing for better systems and workflows.

• Monitor case queues, resolve escalations, and ensure SLA and compliance adherence
• Conduct quality audits and track recurring issues to drive accountability and improvement
• Partner with Product, Risk, and Engineering to surface edge cases and propose fixes
• Identify inefficiencies and recommend improvements to tools, documentation, and workflows
• Maintain operational dashboards and summarize key findings in weekly reports

• Analytical and Insight-Driven – You look beyond the surface and connect patterns to problems
• Process-Oriented but Creative – You respect structure but challenge inefficiency
• Compliance-Aware – You understand Reg E, Reg Z, and card network rules and when they matter
• A Collaborative Communicator – You can clearly present operational issues and rally others toward solutions
• Experienced – You’ve spent 5+ years in payment disputes, or fraud risk management

• Opportunity to shape how a maturing fintech handles dispute risk at scale
• High-impact, cross-functional work with visibility across the company
• Space to challenge broken processes and build better ones

• We’re a 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, Adams Street Partners, Westcap, and Pinegrove Venture Partners. Angel Investors include Bill Ready (CEO at Pinterest) and Renaud Laplanche (Co-Founder & CEO of Upgrade).

• Flexible Paid Time Off 
• 100% healthcare coverage + 75% coverage for dependents
• 401k program
• Paid Parental Leave: Up to 16 weeks paid leave for the birth parent, and up to 6 weeks paid leave for the non-birth parent
• Equity in Highnote
• Stipend to build out your home office; internet and phone 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 $90,000-130,000.

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).