Senior Content Strategist

Chime · New York

MarketingRemoteposted 6w ago

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 $116,000.00 and up to $160,000.00. 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

Editorial Governance & Quality Standards:

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.

Monitoring, Reporting & Accountability:

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.

Continuous Improvement & Reinforcement:

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.

To thrive in this role, you have

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.

#LI-BE1 #LI-Remote

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 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 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 for our full-time, regular employees

🏢 Our in-office work policy is designed to keep you connected - with four days a week in the office and Fridays from home for those near one of our offices, plus team and company-wide events depending on location. Whether you’re coming in regularly or are part of our fully remote program, you’ll stay engaged with your work and teammates.
💻 Benefits that support your work and life, including backup child, elder, and pet care and subsidized commuter benefits for eligible employees.
✨ Comprehensive health, financial, and wellbeing benefits designed to support you at every stage of life.
🏝 Generous vacation policy and 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 22 weeks of paid parental leave for birthing parents and 12 weeks of paid parental leave for non-birthing parents
👪 Access to family planning reimbursement
💚 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.

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: accommodations@chime.com.

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