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About the role

The Systems Optimization team is a critical component of Operations and Member Experience. Systems Optimization is accountable for the lifecycle management of our 3rd Party operational systems and tools. The systems and tools enable our Chime support agents to deliver efficient, delightful experiences for our Chime members. This team is focused on: ensuring successful new system implementations, creating optimal day to day system utilization, managing system maintenance and hygiene, and planning a scalable long-term system strategy.

The System Administrator will play a key role in execution of high priority initiatives that enhance our suite of 3rd party systems and tools. (currently our operation is powered by Zendesk, Five9, and Twilio, but this role is subject to becoming a Subject Matter Expert in other tools as well). This specific role will have a distinct focus in day to day management and maintenance of our Case Management tool, Zendesk.

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

• Apply your contact center system expertise, ensuring systems can effectively support the day-to-day operations and strategic demands of the business
• Document, maintain, and execute current and new Zendesk reports and scrub processes
• Partner with cross-functional teams throughout the organization to understand and document their business processes and requirements as it relates to Zendesk. Consolidate information into a formal source of truth. Manage the recurring reconciliation process and translate any changes into the appropriate configuration within Zendesk
• Continuously evaluate groups, views, automations, triggers, and workflows in Zendesk for optimization opportunities. Share evaluation with key partners
• Safeguard the privacy and security of members and their data by ensuring our configuration conforms to Chime security, legal, and compliance standards
• Twice a quarter participate in an on-call schedule that supports any applicable operational incidents.
• Quickly execute administrative requests such as onboarding and off-boarding users, agents, and addressing system questions from our collaborators

To thrive in this role, you have

• Hands-on experience with Zendesk. Current Zendesk certification highly desired
• Some experience working with third party vendors
• Foster a sense of ownership, and personal commitment to the work you do
• Ability to work as well with cross functional teams internally and externally
• Ability to think critically about complex settings and team needs and build systems and workflows with the ability to scale
• Experience (and enjoyment) working with high growth teams and products that:
• Pose lots of energy
• Embrace moving quickly
• Fail fast (and forward) and iterate
• Accept some ambiguity and change
• Basic technical acumen in the following areas is a plus:
• Development languages like Javascript, C++, Python, Ruby, etc.
• REST and/ or SOAP APIs
• Large data sets to inform decision making
• Maintain (or obtain) one or more certifications and knowledge regularly to stay up-to-date with changing technologies and job demands

A little about us

We created Chime because we believe everyone deserves financial peace of mind. By eliminating unnecessary fees and helping people grow their savings automatically, we’ve empowered millions of Americans to take control of their finances.

Chime is the largest and fastest-growing U.S. player in the challenger-banking space. Through our banking partners, we offer access to bank accounts with fee-free overdraft, provide members the chance to receive early access to their paychecks, help them improve their credit, and more!

We’ve built one of the most experienced leadership teams in Fintech and were recently valued at over $25.5B. We’ve raised over $1.7B in funding from leading investors including Sequoia Capital Global Equities, SoftBank Vision Fund 2, General Atlantic, Tiger Global, Dragoneer, DST, Coatue, Iconiq, Menlo Ventures and others.

What we offer

• 💰 Competitive salary based on experience
• ✨ 401k match plus the usual medical, dental, vision, life, and disability benefits
• 🏝 Generous vacation policy and company-wide Take Care of Yourself Days
• 🖥 Virtual events to connect with your fellow Chimers- think cooking classes, 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 create a completely new kind of banking service

We know that great work comes from great, and inclusive teams. At Chime, we specifically look for individuals of varying strengths, skills, backgrounds, and ideas. 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. 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.