About the role 

Are you ready to help shape the future of content operations at Chime? As a Content Strategist on our Product Operations team, you’ll focus on building, tracking, and improving content for our growing member base. You’ll help create, manage, and set best practices for content across different support channels like chat, the help center, and the phone routing system.

You’ll report to the Head of Content, Product Operations as an individual contributor as we resolve member questions and create an exceptional support experience. The success of your role will be based on different key performance indicators including member satisfaction, contact rate, and self-service resolution. 

In this role, you can expect to

• Lead the content development for Chime’s self-service content channels (help center, chat, and phone system) 
• Explain complicated product and policy concepts in simple, jargon-free language using Chime’s voice
• Collaborate with product, marketing, operations and legal & compliance teams to write clear support messages for product launches
• Track, share, and improve content performance and the impact of Chime’s self-service efforts
• Manage multiple projects simultaneously while maintaining close attention to detail and meeting tight, frequently changing deadlines
• Surface key insights across the organization to support continuous improvement for the content channels you will ultimately own 
• Make data-driven decisions to improve Chime’s support experiences and troubleshoot known issues

To thrive in this role, you have          

• BA/BS degree with 3 or more years of experience with product writing, creative writing, technical writing, or other forms of writing.
• 2+ year(s) experience in one or more of these areas: help and support content, content management systems and workflows, editorial quality assurance, or product or content operations at a tech company.
• Project management experience, with the ability to work through ambiguity and manage competing priorities.
• Experience defining, tracking, and reporting on content metrics and have experience with data-driven analysis.
• Familiarity with CRM tools such as Zendesk and associated help center systems. 
• Excellent communication and presentation skills; a track record of success with internal and external stakeholders.
• Strong Microsoft Excel/Powerpoint or Google Sheets/Slides skills (and experience working at a consumer technology company is highly desirable)

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 $14.5B. We've raised over $1B in funding from leading investors including DST, Coatue, Tiger Global, General Atlantic, Iconiq, Dragoneer, Menlo, Whale Rock, Access, Forerunner, Crosslink, Cathay, aCrew, and others. 

What we offer

• 💰 Competitive salary based on experience
• ✨ 401k match plus the usual medical, dental, vision, life, and disability benefits
• 📝  Quarterly stipend to spruce up your home office 
• 🏝 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.