Senior Content Strategist

Chime is building a world-class member support organization, and 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 a variety of content types including 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.

• 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 editorial processes and identify ways to enable higher quality content at speed and at scale.
• Partner with Insights and Data teams to build dashboards and tooling for automated governance mechanisms.
• Propose, build, and operationalize AI solutions for efficiency and consistency.

• Bachelor’s degree required.
• 5+ years of experience in 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.

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.

Benefits include backup child, elder, and pet care, subsidized commuter benefits for eligible employees, comprehensive health, financial, and wellbeing benefits, generous vacation policy and company-wide paid days off, annual wellness stipend, up to 22 weeks of paid parental leave for birthing parents and 12 weeks for non-birthing parents, and access to family planning reimbursement.

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.