Escalations Team Lead
Posted on 3/2/2023

1,001-5,000 employees

Mobile banking & debit cards
Company Overview
Chime's mission is to make financial peace of mind a reality for everyone. The company has created "a new approach to online banking that doesn’t rely on fees, gets you your paycheck up to 2 days early with direct deposit, and helps you grow your savings automatically."
San Francisco, CA, USA
Experience Level
Desired Skills
  • Act as a thought partner for the team, ensuring that escalation remediation efforts both develop member trust and simultaneously reduce our regulatory, reputational, and financial risks
  • Support specialists with root cause analysis methodologies, allowing the team to hone in on process and performance gaps observed in the escalation lifecycle
  • Celebrate excellent performance and empower your team to improve areas of opportunity. Hire, train, and maintain a culture of talent development as the business grows
  • Be a champion for performance management. You'll own and assess your team's progress toward support individual performance goals, and hold team members accountable to expectations
  • Routinely and clearly communicate what needs to fall to management and partners
  • 5+ years in a leadership role that included sourcing and hiring talent, scaling operations, and providing ongoing coaching and feedback to team members
  • Manage your team with integrity and create an environment where your team members feel included, valued, and supported to do work that energizes them
  • A passion for finding the best possible solution under ambitious circumstances, and proven track record to drive preferred outcomes via strong verbal and written de-escalation skills
  • The ability to foster cohesion and inclusivity in a remote team environment across multiple time zones
  • The ability to adjust and prioritize in a constantly evolving, environment
  • An interest in asking probing questions to understand a wide spectrum of workstreams (including Disputes, Fraud & Risk, Member Experience and Support, Product, Legal, Engineering, and more)
  • Advanced Microsoft Office or G Suite skills and dashboarding experience using data visualization tools such as Looker
  • Payment operations experience preferred