About the role
Chime is growing our member (customer) services experience organization, focused on developing and implementing a world-class member experience strategy that delivers a positive, meaningful experience across all touchpoints. It is built around 3 guiding principles:
- Frictionless product: Use member insights to mitigate member issues with a simple, transparent product
- Self-service: Provide self-service and automated capabilities to help members solve their own problems; create community for members to support each other
- Excellent support: When members do have to contact us, provide them with excellent service.
The System Optimizations team is a critical component to enable those principles! This team is focused on building a seamless and highly efficient network of tools and systems that empowers our Chime members and Chime support agents to have outstanding support experiences. The System Administrator is responsible for executing on initiatives that enhance our suite of 3rd party systems and tools powering our Member Services organization, including Zendesk, Five9, Okta, Twilio and others.
In this role you’ll work closely with System Managers to prioritize and execute system configuration, and support new system and tool launches. You’ll administer and optimize in accordance with the strategy set forth by System Optimizations, with support of cross functional teams.
As detailed below, the mandate of your role will be broad and focused on continually improving the member experience. The success of your role will ultimately be defined by reduction in cost to serve and member satisfaction across your assigned product areas, as measured by KPIs like contact rate, customer satisfaction and NPS.
The base salary offered for this role and level of experience will begin at $82,620 and up to $114,800. Full-time employees are also eligible for a bonus, competitive equity package, and benefits. The actual base salary offered may be higher, depending on your location, skills, qualifications, and experience.
In this role, you can expect to
- Apply your deep contact center product expertise, ensuring a meticulous configuration that supports both day-to-day operations and strategic demands while scaling
- Leverage triggers, automations, macros, third-party integrations, API endpoints, and applications that drive member satisfaction and agent utilization
- Translate customer service policies and procedures for a rapidly growing line of products and services into automations and agent workflows
- Safely implement configuration changes and resolve issues with minimal interruption to Operations & Member Experience organization; proactively communicate changes that will impact agent or Zendesk performance
- Safeguard the privacy and security of members and their data by ensuring our configuration conforms to Chime security, legal, and compliance standards
- Quickly execute administrative requests such as onboarding and off-boarding users, agents, and addressing
- Analyze ticket histories and explain customer journeys
To thrive in this role, you have
- Hands-on experience with contact center systems and tools experience
- Some experience with a development language like Javascript, C++, Python, Ruby, etc.
- Experience working with REST and/ or SOAP APIs
- Experience working with large data sets
- Experience in Quality Assurance (QA) &/OR User Acceptance Testing (UAT)
- Think critically about complex settings and team needs and build systems and workflows with the ability to scale
- Maintain one or more certifications and knowledge regularly to stay up-to-date with changing technologies and job demands
- Work as well with a team as you can work independently
- Foster a sense of energy, ownership and personal commitment to the work
A little about us
We created Chime because we believe everyone deserves financial peace of mind. By eliminating unnecessary fees and helping people grow their savings automatically, we’ve empowered millions of Americans to take control of their finances.
Chime is the largest and fastest-growing U.S. player in the challenger-banking space. Through our banking partners, we offer access to bank accounts with fee-free overdraft, provide members the chance to receive early access to their paychecks, help them improve their credit, and more!
We’ve built one of the most experienced leadership teams in Fintech and were recently valued at over $25.5B. We’ve raised over $1.7B in funding from leading investors including Sequoia Capital Global Equities, SoftBank Vision Fund 2, General Atlantic, Tiger Global, Dragoneer, DST, Coatue, Iconiq, Menlo Ventures and others.
What we offer
💰 Competitive salary based on experience
✨ 401k match plus the usual medical, dental, vision, life, and disability benefits
🏝 Generous vacation policy and company-wide Take Care of Yourself Days
🖥 Virtual events to connect with your fellow Chimers- think cooking classes, music festivals, mixology classes, paint nights, etc., and delicious snack boxes, too!
💚 A challenging and fulfilling opportunity to join one of the most experienced teams in FinTech and help create a completely new kind of banking service
We know that great work comes from great, and inclusive teams. At Chime, we specifically look for individuals of varying strengths, skills, backgrounds, and ideas. We believe this gives us a competitive advantage to better serve our members and helps us all grow as Chimers and individuals.
We hire candidates of any race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, marital or family status, disability, Veteran status, and any other status. Chime is proud to be an Equal Opportunity Employer and will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance. If you have a disability or special need that requires accommodation, please let us know. To learn more about how Chime collects and uses your personal information during the application process, please see the Chime Applicant Privacy Notice.
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