Lead Systems Administrator, Member Services

Job Description

About the role

The Member Services Lead Systems Administrator is responsible for leading and managing a team in administering the full suite of 3rd party systems and tools powering our Member Services organization, including GSuite, Zendesk, Five9, Okta, Slack, Twilio and others.

This job cannot be performed remotely in the state of Colorado.

In this role, you can expect to

• Own moves, adds and changes for all third-party Member Services systems
• Handle incoming tools/system access and configuration requests
• Triage day-to-day issues that arise for internal and external tools
• Own onboarding and offboarding of team members and work to automate account setup
• Partner with MS Operations teams to optimize agent processes
• Develop and automate tool/system specific reporting
• Work with Learning & Development to ensure Member Services agents effectively navigate new tools/systems and changes to existing tools/systems
• Support the evaluation and selection of technology tools used by the Member Support Teams
• Partner with IT and engineering to implement and troubleshoot new apps and systems

To thrive in this role, you have

• An understanding of the technical aspects of tools and quickly learn how to extract the most value from them.
• Effectively juggled multiple priorities and created a sense of urgency in a fast-paced, dynamic environment.
• Gotten up to speed on new technologies and quickly become the resident expert.
• Call center operations knowledge.
• Experience with Zendesk administration and reporting.
• Strong communication that partners effectively with different teams in order to drive results.
• Proven experience implementing and improving systems powering customer support.
• 8 years of experience, including 5+ working in systems administration.
• Experience owning moves, adds and changes for Google Workspace, Okta, Slack, Quality Assurance and Workforce Management tools as an added bonus.
• Previous customer service management experience as an added bonus.

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 $14.5B. We've raised over $1B in funding from leading investors, including DST, Coatue, Tiger Global, General Atlantic, Iconiq, Dragoneer, Menlo, Whale Rock, Access, Forerunner, Crosslink, Cathay, aCrew, and others.

What we offer

• 💰 Competitive salary based on experience
• ✨ 401k match plus the usual medical, dental, vision, life, and disability benefits
• 📝 Quarterly stipend to spruce up your home office
• 🏝 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.