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:

1. Frictionless product: Use member insights to mitigate member issues with a simple, transparent product
2. Self-service: Provide self-service and automated capabilities to help members solve their own problems; create community for members to support each other
3. 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.

• 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

• 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