Content Strategist

About the role

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

1. Frictionless product: Use member insights to mitigate member issues with a simple,  transparent product
2. Self-service: Provide self-service and automated capabilities to help members solve their own problems; create a community for members to support each other
3. Excellent support: When members do have to contact us, provide them with excellent service.

As a Content Strategist, you’ll focus on building and improving content that provides our members and agents with the most direct path between a need and a clear solution. You’ll act as a key partner for your internal stakeholders to create content that brings product and member support strategies to life. You’ll create, manage, and improve a variety of content types and elements from videos and help articles to templates, labeling, and information architecture. You’ll also find and measure pain points, use technology to resolve problems, and use data and vendor feedback to improve the member experience.

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 $82,620 and up to $114,800. 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.

In this role, you can expect to:

• Act as a point person on the Content Operations team in brainstorming, developing, and writing content for our Core Experience lines of business that align with our support strategies and our brand.
• Explain complicated product and policy concepts in simple, jargon-free language. 
• Find the most effective ways to convey information, educate agents, and reinforce learning.
• Use data to track, share, and improve content performance against monthly and quarterly targets.
• Turn research, qualitative and quantitative insights, and lessons learned into solutions that balance audience needs with our business goals.
• Quickly adapt to last-minute requests and changing timelines with flexibility and a solutions-driven approach. 
• Work with LLMs and generative AI tools to measure and improve the creation, quality, and efficiency of content.
• Manage key projects related to product, policy, and process launches.

To thrive in this role, you have:

• 3+ years of experience in one or more of these areas: help and support content, product or content operations, or technical writing.
• Strong oral 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.
• Experience working with CRM tools (like Zendesk, Shelf, or Salesforce), content management systems, LLMs or generative AI tools, and Google Workspace. 
• A portfolio of your past work, writing or editing samples, or other examples of your writing ability.
• 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.

A little about us

At Chime, we believe that everyone can achieve financial progress. We created Chime—a financial technology company, not a bank*—on the premise that basic banking services should be helpful, transparent, 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 savings account, purchasing a first car or home, launching a business, or pursuing higher education, we're proud to have helped millions unlock their financial potential.

We're a team of problem solvers, dreamers, and builders with one shared obsession: our members. From day one, Chimers have worked tirelessly to out-hustle and out-execute competitors to bring our mission to life. Their grit and determination inspire us to work harder every day to deliver the very best experience possible. We each bring an owner's mindset to our work, refusing to be outdone and holding ourselves accountable to meet and exceed the highest bars for our teams, our company, and 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. These aren't just words on a wall—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.

Because if we don't—who will?

*Chime is a financial technology company, not a bank. Banking services provided by The Bancorp Bank, N.A. or Stride Bank, N.A., Members FDIC.

What we offer

• 🏢 A thoughtful hybrid work policy that combines in-office days and trips to team and company-wide events depending on location to ensure you stay connected to your work and teammates, whether you’re local to one of our offices or remote
• 💻 Hybrid work perks like backup child, elder and/or pet care, as well as a subsidized commuter benefit
• 💰 Competitive salary based on experience
• ✨ 401k match plus great medical, dental, vision, life, and disability benefits
• 🏝 Generous vacation policy and company-wide Chime Days, bonus company-wide paid days off 
• 🫂 1% of your time off to support local community organizations of your choice
• 👟 Annual wellness stipend to use towards eligible wellness related expenses
• 👶 Up to 24 weeks of paid parental leave for birthing parents and 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 to connect with your fellow Chimers—think cooking classes, guided meditations, music festivals, mixology classes, paint nights, etc., and delicious snack boxes, too!
• 💚 A challenging and fulfilling opportunity to join one of the most experienced teams in FinTech and help millions unlock financial progress

We know that great work can’t be done without a diverse team and inclusive environment. That’s why we specifically look for individuals of varying strengths, skills, backgrounds, and ideas to join our team. We believe this gives us a competitive advantage to better serve our members and helps us all grow as Chimers and individuals.

We hire candidates of any race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, marital or family status, disability, Veteran status, and any other status. Chime is proud to be an Equal Opportunity Employer and will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance, Cook County Ordinance, and consistent with Canadian provincial and federal laws. If you have a disability or special need that requires accommodation, please let us know. 

To learn more about how Chime collects and uses your personal information during the application process, please see the Chime Applicant Privacy Notice. 

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