Senior Content Strategist

Chime is building a world-class member support organization centered on three guiding principles: a frictionless product that uses member insights to mitigate issues, self-service capabilities that help members resolve issues quickly while fostering a supportive community, and excellent support when members need to contact us. 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, working across member-facing help articles and internal agent SOPs. You’ll proactively identify opportunities to improve the content experience, shape strategy, and drive measurable improvements in our core support metrics. This high-impact, high-visibility role interacts with a broad group of internal and external stakeholders.

Responsibilities

• Inspect content efficacy using existing metrics across lines of business (LOBs) and establish frameworks to hold ourselves accountable, leveraging 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 scale.
• Partner with 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 agents, members, and Chime.
• Leverage established standards to unify the team’s approach to publishing and evaluating efficacy, including agent feedback.
• Propose, build, and operationalize AI solutions for efficiency and consistency.

Requirements

• 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 FinTech 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.

Pay

The base salary for this role and level of experience begins at $116,000.00 and goes up to $160,000.00. The actual base salary offered may be higher, depending on location, skills, qualifications, and experience.

Benefits

• In-office work policy with four days a week in the office and Fridays from home for those near an office, plus team and company-wide events.
• Backup child, elder, and/or pet care, plus a subsidized commuter benefit.
• Competitive salary based on experience.
• 401k match plus medical, dental, vision, life, and disability benefits.
• Generous vacation policy and company-wide Chime Days (bonus paid days off).
• 1% of your time off to support local community organizations of your choice.
• Annual wellness stipend for eligible wellness-related expenses.
• Up to 24 weeks of paid parental leave for birthing parents and 12 weeks 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 fellow employees (e.g., cooking classes, guided meditations, music festivals, mixology classes, paint nights).
• Delicious snack boxes.