The opportunity
The Support Foundations team builds the infrastructure that powers every support interaction a Chime member has. That includes the automated phone system members call when they need help, the in-app chatbot that answers questions instantly, live chat with human agents, and the…
What you'll do
Contact center platform: Build and own the systems that handle voice calls, live chat, and agent routing. You'll work on the next generation of this infrastructure as we modernize it end-to-end.
AI-powered self-service tools: Develop conversational flows that help members resolve issues in real time.You'll integrate LLMs and build the logic that decides when to deflect, escalate, or hand off.
Call and chat summarization: Ship features that automatically summarize interactions in real time. This reduces work for agents and improves the quality of every support conversation.
Agent provisioning: Design the systems that onboard agents, assign skills, and ensure they're routed to the right contacts. This is foundational work that affects routing accuracy across the entire support org.
IVR and authentication: Build the phone flows that authenticate members before connecting them to agents. These systems handle sensitive moments and need to be fast, secure, and reliable.
Data and observability: Build pipelines and models that give the team visibility into routing quality, resolution rates, and operational health.
What they're looking for
- Design, develop, test, refactor and scale backend implementations of new and: existing consumer product features
- Write clean, efficient, well-tested backend code, and jump in on the occasional frontend or mobile feature.
- Set up monitoring and dashboards so we catch issues before members do.
- Work with the mobile team to design and build strong, resilient APIs that propel our mobile app
