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Company | Chime |
Address | San Francisco, CA, United States |
Employment type | FULL_TIME |
Salary | |
Category | Financial Services |
Expires | 2023-05-24 |
Posted at | 1 year ago |
About The Role
- Frictionless Product: Use member insights to mitigate member issues with a simple, transparent product
- Excellent Service: Enable the organization to provide consumers who contact us with excellent service.
- Self-service: Provide self-service and automated capabilities to help consumers solve their own problems; create a community to support each other.
- Deeply understand member experiences across Chime’s suite of products and make data-driven decisions and continuous process improvements
- Develop and implement innovative solutions to increase the quality of Chime products and member support interactions.
- Advocate for our members and provide meaningful insights to internal teams (e.g., Product) working to improve the member experience.
- Partner closely with cross functional stakeholders to build and deliver world-class support experiences.
- Collaborate with data analysts, subject matter experts, and decision-makers to develop data-driven insights to improve the overall member experience.
- Demonstrated the ability to influence and foster deep positive relationships with external partners.
- BPO operations or consulting background preferred but not required
- Data Oriented Decision Making
- 3+ years of experience of SQL and querying skills (experience working in and with Customer Support data is a plus). Ability to leverage data to advise and support critical decisions.
- Technical knowledge with Dialog Flow, API, and fundamental technical knowledge needed to build a conversational chatbot, manage Live Chat channel and knowledge of Interactive Voice Response including call center technologies.
- Comfortable in a fast-paced environment where vision remains the same but information may not be 100% available and priorities can change frequently
- Excellent communication and presentation skills; a track record of successful engagement of both internal and external stakeholders
- Regularly communicate associated outcomes and insights succinctly to various team members at all levels, including senior management to help guide and influence strategic decisions for improvement
- Ability and willingness to travel domestically and internationally
- Product operations experience; you have worked closely with product managers through the lifecycle of product development to advocate for the customer while driving business outcomes in alignment with product & feature roll-outs
- 5+ years of cross-functional project management and leadership experience, ideally in consumer technology. A demonstrated track record of multi-tasking and coordinating efforts across multiple stakeholders.
- 💚 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
- ✨ 401k match plus the usual medical, dental, vision, life, and disability benefits
- 🏝 Generous vacation policy and company-wide Take Care of Yourself Days
- 💰 Competitive salary based on experience
- 🖥 Virtual events to connect with your fellow Chimers- think cooking classes, music festivals, mixology classes, paint nights, etc., and delicious snack boxes, too!
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