The opportunity
Chime is building a world-class member support organization, and we believe member support should be built around 3 guiding principles:
What you'll do
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 quickly resolve issues while creating a community for members to support each other
Excellent support: When members do have to contact us, provide them with excellent service.
Inspect Content efficacy using existing metrics across LOBs and establish: frameworks to hold ourselves accountable, leaning into AI solutions where valuable
Own the content strategy for a defined set of LOBs and partner with a team of: writers to ensure execution against set standards.
Own agent feedback on designated content and ensure our process enables the: team to meet SLAs and deliver impact through improved articles.
What they're looking for
- Inspect our editorial processes and identify ways to enable higher quality content at speed and at scale.
- Partner with our Insights and Data teams to review and build additional: dashboards and tooling to establish more automated governance mechanisms.
- Ensure accurate reporting, insights, and actions that drive impact for the agents, our members, and Chime.
- Leverage established standards in such a way that the team is unified in: their approach to publishing and evaluating efficacy, including agent feedback. Propose, build, and operationalize AI solutions for efficiency and consistency.
