Senior Content Strategist
Lead content strategy for member support at Chime, creating help articles, agent SOPs, and governance frameworks. Requires 5+ years in support content, operations or technical writing, strong analytics, and experience with CRM, CMS, and AI tools.
About the job
Editorial Governance & Quality Standards
- 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 our editorial processes and identify ways to enable higher quality content at speed and at scale.
Monitoring, Reporting & Accountability
- Partner with our Insights and Data teams to review and build additional dashboards and tooling to establish more automated governance mechanisms.
- Ensure accurate reporting, insights, and actions that drive impact for the agents, our members, and Chime.
Continuous Improvement & Reinforcement
- Leverage established standards in such a way that the team is unified in their approach to publishing and evaluating efficacy, including agent feedback.
- Propose, build, and operationalize AI solutions for efficiency and consistency.
Requirements
- Bachelor’s degree required.
- 5+ years of experience in one or more of these areas: help and support content, product or content operations, or technical writing.
- 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.
Nice-to-Haves
- Experience with Identity and Fraud procedures for FinTech is a bonus.
- 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.
Skills
Content Strategy, Technical Writing, Content Operations, Analytics, Crm Tools, Zendesk, Salesforce, Content Management Systems, LLMs, Generative AI, Google Workspace
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