DESCRIPTION

As Chime continues to grow, we’re focused on delivering a frictionless and personalized service experience fueled by technology. We are seeking an innovative and visionary Customer Experience Leader to manage and optimize our Live Chat and IVR (Interactive Voice Response) channels powered by Generative AI. This role combines expertise in customer experience management with AI technologies to deliver seamless, personalized, and efficient interactions across these key communication channels. The ideal candidate will have a strong background in customer engagement strategies, operational and people leadership, and a deep commitment to enhancing customer satisfaction.
The base salary offered for this role and level of experience will begin at $168,570.00 and up to $238,900.00. 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.

A LITTLE ABOUT US

At Chime, we believe that everyone can achieve financial progress. We created Chime—a financial technology company, not a bank*—on the premise that basic banking services should be helpful, transparent, and free. Through our user-friendly tools and intuitive platforms, we empower our members to take control of their finances and work towards their goals. Whether it’s starting a savings account, purchasing a first car or home, launching a business, or pursuing higher education, we’re proud to have helped millions unlock their financial potential.
We’re a team of problem solvers, dreamers, and builders with one shared obsession: our members. From day one, Chimers have worked tirelessly to out-hustle and out-execute competitors to bring our mission to life. Their grit and determination inspire us to work harder every day to deliver the very best experience possible. We each bring an owner’s mindset to our work, refusing to be outdone and holding ourselves accountable to meet and exceed the highest bars for our teams, our company, and our members.
We believe in being bold, dreaming big, and taking risks, while also working together, embracing our diverse perspectives, and giving each other honest feedback. Our culture remains deeply entrepreneurial, encouraging every Chimer to see themselves as stewards of our mission to help everyday Americans unlock their financial progress.
We know that to achieve our mission, we must earn and keep people’s trust—so we hold ourselves to the highest standards of integrity in everything we do. These aren’t just words on a wall—our values are embedded in every aspect of our business, serving as a north star that guides us as we work to help millions achieve their financial potential.

Because if we don’t—who will?

• Chime is a financial technology company, not a bank. Banking services provided by The Bancorp Bank, N.A. or Stride Bank, N.A., Members FDIC.

TO THRIVE IN THIS ROLE YOU

• 5+ years of experience in formulating a customer service channel strategy (Interactive Voice Response (IVR), Live Chat, Generative AI Bots)and driving results; exposure to CX Systems of Engagement from third party vendors such as Twilio, Five9, and/or NICE
• 5+ years of direct people management experience
• 5+ years of experience in product operations, program management, and/or consultancy roles
• Strong analytical and problem-solving skills. Ability to leverage data to inform and support critical decisions. CRM, Looker (or Tableau) experience necessary.
• Hands-on experience in Generative AI and conversational AI tools/applications
• Demonstrated experience in overseeing large programs and creating process improvement workflows
• Exercise sound judgment in the development of solutions for a dynamic and innovative business
• Possess outstanding communication skills; you are able to articulate complex concepts in a clear manner
• Have the ability to work independently and flexibly while ensuring appropriate transparency and escalation when necessary
• Work for a fast-paced, high-growth organization with occasional travel. BPO exposure/experience is a plus.