Job Description

About the role

Chime is building a world-class Member Service organization, grounded in three guiding principles:

• Frictionless product: Use member insights to identify and eliminate issues through simple, transparent product design.
• Self-service: Empower members to solve their own problems through automated and community-based support.
• Excellent support: When members need to reach us, deliver exceptional, empathetic service.

We’re looking for an Incident Manager with a strong background in incident coordination and member communications to join our Critical Operations team within Chime’s Operations & Member Experience (OMX) organization.

The Operations & Member Experience Incident Response (MXIC) team is responsible for coordinating Chime’s member-facing response to incidents, minimizing impact to the member experience, and safeguarding Chime’s reputation and brand. MXIC drives efficient incident resolution by collaborating across technical, operational, and communications teams, ensuring our support advisors have the information they need to best serve members.

As an MXIC Incident Manager, you will work closely with Chime’s Technical Incident Management team and cross-functional partners to execute end-to-end incident response runbooks and maintain adherence to key performance metrics (e.g., time from incident alert to member communications being published). You’ll develop deep subject matter expertise in Chime’s products, technical systems, and regulatory processes to determine how and when to respond during incidents or crises.

We’re looking for someone who thrives in a dynamic, high-growth environment, brings a deep understanding of technology and operational excellence, and challenges the status quo to improve the member experience during and after incidents. If you’re someone who rolls up your sleeves, builds programs from the ground up, and leads with curiosity and empathy—we want to hear from you.

The base salary offered for this role and level of experience will begin at $82,620.00 and up to $114,800.00. 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:

• Act as the primary coordinator / decision maker for the member response strategy during an incident; e.g., making the call on when and what to post on Chime’s status page.
• Play an active role during critical incidents which may occur outside of normal business hours. This position will require on-call duties.
• Work closely with the Technical Incident Management team, led by Engineering, to ensure the MXIC and TechIC are working in harmony during an incident.
• Conduct cross-functional retros and executive readouts following SEV 0/1/2 incidents; documenting impact, key learnings, and areas of improvement.
• Ensure we’re meeting performance metrics / SLAs for the MXIC team; e.g., time from incident raised to MXIC acknowledgement, time to create and approve agent scripts, time to update Chime.com/status (if applicable), etc.
• Partner with cross functional stakeholders including, but not limited to, Chime’s engineering, product, compliance, legal, and lifecycle marketing teams.
• Partner across functions to enhance processes and tools that improve incident response and overall member experience.
• Champion and drive efforts across the team to improve effectiveness and contribute to making Operations & Member Experience a great place to work.

#LI-EI1 #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. **
• 💻 In-office perks including backup child, elder, and/or pet care, plus a subsidized commuter benefit to support your regular commute **
• 💰 Competitive salary based on experience **
• ✨ 401k match ** plus great medical, dental, vision, life, and disability benefits
• 🏝 Generous vacation policy and company-wide Chime Days, bonus 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 24 weeks of paid parental leave for birthing parents and 12 weeks of paid parental leave for non-birthing parents
• 👪 Access to Maven, a family planning tool, with $15k lifetime reimbursement for egg freezing, fertility treatments, adoption, and more.
• 🎉 In-person and virtual events to connect with your fellow Chimers—think cooking classes, guided meditations, 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 millions unlock financial progress **

** Perks also available to Chime Interns.

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: [email protected] .

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

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