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About the Role

The Support Foundations team builds the infrastructure for all Chime member support interactions, including automated phone systems, in-app chatbots, live chat, and data/routing systems. The mission is to provide a personalized, automated, and always-available support experience, measured by member satisfaction. The team is currently rebuilding the platform, modernizing contact center infrastructure, shipping AI-powered features, and establishing data foundations for improved routing and support quality. This role involves close collaboration with Product, Conversational Design, and Operations teams.

Responsibilities

Build and own the systems that handle voice calls, live chat, and agent routing.
Develop conversational flows that help members resolve issues in real time, integrating LLMs and building deflection/escalation logic.
Ship features that automatically summarize interactions in real time.
Design systems that onboard agents, assign skills, and ensure correct contact routing.
Build phone flows that authenticate members before connecting them to agents.
Build pipelines and models for visibility into routing quality, resolution rates, and operational health.
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 to catch issues before members do.
Work with the mobile team to design and build strong, resilient APIs.
Collaborate with multi-functional teams to understand member struggles and come up with creative solutions.
Proactively find opportunities for improving the reliability and scalability of our systems.
Work across the engineering team to improve and uphold high technical standards.
Team up across Engineering organization to solve complex, multi-domain problems.
Balance independence with collaboration to deliver high-quality work on tight timelines.
Participate in on-call rotation, including responding to incidents outside of regular working hours when necessary.

Requirements

3+ years developing software in a production environment at scale
Experience with Ruby on Rails or comparable frameworks
Experience working with transactional databases and caching systems
Exposure to architectural patterns of large, high-scale web applications
An appreciation of maintainable and well-tested code
A desire to learn and dive into the deepest levels of how things work
Start-up experience as an added plus

Location

Onsite

Work Type

Full-time
Hybrid

Salary/Compensations

$133,000.00 - $184,000.00

Benefits

Bonus
Competitive equity package
Backup child, elder, and/or pet care
Subsidized commuter benefit
401k match
Great medical, dental, vision, life, and disability benefits
Generous vacation policy
Company-wide Chime Days
Company-wide paid days off
1% of your time off to support local community organizations
Annual wellness stipend
Up to 24 weeks of paid parental leave for birthing parents
12 weeks of paid parental leave for non-birthing parents
Access to Maven, a family planning tool, with $15k lifetime reimbursement for egg freezing, fertility treatments, adoption, and more.
In-person and virtual events

About the Company

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. We're a team of problem solvers, dreamers, and builders with one shared obsession: 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. 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.

Equal Opportunity

Chime is proud to be an Equal Opportunity Employer. We consider qualified applicants without regard to race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, marital or family status, disability, genetic information, veteran status, or any other legally protected basis under provincial, federal, state, and local laws, regulations, or ordinances. We will also consider qualified applicants with criminal histories in a manner consistent with the requirements of state and local laws, including the San Francisco Fair Chance Ordinance, Cook County Ordinance, NYC Fair Chance Act, and the LA City Fair Chance Ordinance, and consistent with Canadian provincial and federal laws. If you have a disability or special need that requires accommodation during any stage of the application process, please contact: benefits@chime.com.