VP of Member Services (Full time)

The Company

Chime is dedicated to helping our members lead healthy financial lives. That’s why we offer an award-winning bank account that doesn’t charge unnecessary fees, gives members early access to their paychecks, and helps them save money automatically. Hundreds of thousands of people use the Chime mobile app and debit card to make purchases, track spending, save for the future, and more. Our members love Chime and use it daily.

We believe that the big banks fail to help their members achieve financial health - and in many cases work against it, charging hundreds of dollars in hidden fees and pushing products that drive people into debt. We don’t think it needs to be this way, so we’re out to beat them.

We have one of the most experienced management teams in Fintech and just raised $20M in funding from top-tier investors to fuel our rapid growth. If you’re looking to join a small but fast-growing company with a beloved, daily-use product and an authentic mission that puts people first, we want to meet you.

The Position

We’re looking for a leader of our Member Services team (customer support and success) to help us build an exceptional customer service experience for our members. This role will be responsible for both the strategic planning and operational execution of Chime’s multi-channel service experience, with direct responsibility for the performance metrics and overall customer satisfaction scores of the business unit. The ideal candidate will have a proven track record of leading successful service teams and implementing plans, programs and processes focused on driving customer satisfaction and cost efficiency. Success in this role will involve not only providing high quality, cost-efficient service but also increasing customer lifetime value through better conversion, retention and growth.

Responsibilities

  • Lead strategic planning for a high-performance and cost-efficient Member Services organization ready to scale with Chime’s next stage of rapid growth
  • Execute on key operational initiatives including significantly scaling written support, implementing a new IVR and the onboarding of a new call center
  • Manage and motivate a high-performance Member Services team (10+ internal, 50+ external) that positively reflects Chime’s brand, creates lasting happiness and drives positive change in our business
  • Develop expert knowledge of our product and our members, and provide proactive feedback on trends and issues in the customer experience
  • Identify product and process automation/improvement opportunities and work with cross-functional teams to implement technological changes that drive operational efficiencies
  • Define and manage to operational metrics and benchmarks utilizing dashboards, insights and analyses

About You

  • You have 7+ years experience working in customer support / success, with 5+ of management experience in the field, preferably at a growth stage technology company offering a high-engagement consumer product or financial service
  • You have a demonstrated track record of driving excellence in a customer support organization
  • You have direct experience managing internal and outside resources (e.g. a third party call center) to staff a service organization
  • You have experience managing and motivating multiple direct reports
  • You’re wired to focus on the highest impact initiatives and can say no to low impact projects
  • You are data-driven, obsessed with metrics and oriented around making decisions through experimentation
  • You’re a natural leader who enjoys working cross-functionally
  • You have exceptional written and oral communication skills
  • You’re a hustler who thrives in a fast-paced, dynamic environment

We Provide

  • Competitive salary based on experience, with medical and dental benefits.
  • Free snacks and drinks (beer and wine on tap!), plus catered Wednesday lunches.
  • Flexible vacation policy.
  • Monthly happy hours and company events.
  • Dog-friendly office.
  • A challenging and fulfilling opportunity to join one of the most experienced teams in fintech and help create a completely new kind of bank.

To Apply

jobs+ms@chimebank.com