Senior Content Strategist

About The Role

Chime is building a world-class member support organization, and we believe member support should be built around 3 guiding principles:

• 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.

As a Senior Content Strategist, you’ll lead efforts to build and improve content that helps our members and agents quickly get what they need. You’ll partner cross-functionally to shape content that supports our product and support strategies. You’ll work across a variety of content types, including member-facing help articles and internal agent SOPs, partnering with stakeholders to create clear, actionable content that supports our core audiences.

You’ll proactively identify opportunities to improve the content experience, shape strategy, and drive measurable improvements in our core support metrics.

This is a high-impact, high-visibility position that interacts with a broad group of internal and external stakeholders. A successful candidate is able to manage multiple projects and meet tight deadlines while maintaining close attention to detail.

The base salary offered for this role and level of experience will begin at $ and up to $. 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.

• 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.
• 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.

• Bachelor’s degree required
• 5+ years of experience in one or more of these areas: help and support content, product or content operations, or technical writing.
• Experience with Identity and Fraud procedures for Fin Tech is a bonus
• Strong analytical skills with experience creating and reporting on content quality metrics and performance data
• Strong verbal and written communication skills and a track record of success with internal and external stakeholders.
• Experience defining, tracking, and reporting on content metrics and providing data-driven analysis.
• Ability to balance strategic thinking with hands-on execution in a fast-paced environment
• Experience working with CRM tools (like Zendesk or Salesforce), content management systems, LLMs or generative AI tools, and Google Workspace.
• Previous experience working with vendors, BPO partners, or writing contractors is a plus.
• Willingness to travel domestically and internationally 2–3 times a year is a plus.

At Chime, we believe that everyone can achieve financial progress. We created Chime—a financial technology company, not a bank*—on the premise that core banking services should be helpful, easy, 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…