Software Engineer, Support Foundations

Chime · San Francisco

Software Engineeringposted 2mo ago

About the Role

The Support Foundations team builds the infrastructure that powers every support interaction a Chime member has. That includes the automated phone system members call when they need help, the in-app chatbot that answers questions instantly, live chat with human agents, and the data and routing systems that make it all work reliably.

Our mission is to give members a personalized, automated, and always-available support experience. We measure success by how members rate their support interactions — so when our systems work well, members feel it directly.

Right now, we're rebuilding this platform from the ground up. We're modernizing our contact center infrastructure, shipping AI-powered features like automated conversation summarization and intelligent self-service, and establishing the data foundations that improves routing accuracy and support quality at scale.

We work closely with Product, Conversational Design, and Operations teams to shape what the future of member support looks like.

The base salary offered for this role and level of experience will begin at $133,000.00 and up to $184,000.00. 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.

What you'll work on

Contact center platform — Build and own the systems that handle voice calls, live chat, and agent routing. You'll work on the next generation of this infrastructure as we modernize it end-to-end.
AI-powered self-service tools — Develop conversational flows that help members resolve issues in real time.You'll integrate LLMs and build the logic that decides when to deflect, escalate, or hand off.
Call and chat summarization — Ship features that automatically summarize interactions in real time. This reduces work for agents and improves the quality of every support conversation.
Agent provisioning — Design the systems that onboard agents, assign skills, and ensure they're routed to the right contacts. This is foundational work that affects routing accuracy across the entire support org.
IVR and authentication — Build the phone flows that authenticate members before connecting them to agents. These systems handle sensitive moments and need to be fast, secure, and reliable.
Data and observability — Build pipelines and models that give the team visibility into routing quality, resolution rates, and operational health.

In this role, you can expect to

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 so we catch issues before members do.
Work with the mobile team to design and build strong, resilient APIs that propel our mobile app
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.
Engineers are required to participate in on-call rotation. Being on call may include responding to incidents outside of regular working hours when necessary.

To thrive in this role, you have

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

#LI-Onsite #LI-AA1

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.