Product Manager, Support Agent

SupportFinity™; Oakland (CA); Hybrid; USD 176,000 - 244,000; Full time

Benefits offered by this job

401(k) match

Generous vacation policy

Annual wellness stipend

Paid parental leave

In-office perks like child and pet care

Job summary

A leading financial technology company is seeking an experienced Product Manager to lead the direction of tools for their member support agents. The role focuses on enhancing how agents operate, navigating complex situations, and ensuring automations add value. Candidates should demonstrate expertise in managing internal products at scale and possess a strong ability to engage various stakeholders. This opportunity includes competitive compensation and a comprehensive benefits package.

Qualifications

• Experience as a Platform Product Manager handling products for internal teams.
• Ability to craft compelling narratives to align stakeholders.
• Proven success in navigating complex organizational environments.

Responsibilities

• Define and drive product strategy for agent experience.
• Lead delivery of agent-facing tools in a changing environment.
• Manage high-impact problem spaces with strong judgment.

Skills

Platform Product Management

Strategic Planning

Stakeholder Management

AI Technology Application

Empathy for Users

Job description

About The Role

Member support is at an inflection point. As automation and AI advance, the role of humans in support is evolving—becoming more focused, more nuanced, and more impactful.

We’re hiring a Product Manager to lead the product direction for the tools and workflows that power Chime’s human support agents in moments that matter most. This role owns the human agent experience layer—how agents access context, make decisions, and take action to resolve complex member needs.

This is a chance to help define what great human support looks like in the next era. You’ll shape the evolution of agent‑facing tooling as the support ecosystem changes, partnering closely with Operations to drive meaningful, lasting impact at scale.

The base salary offered for this role and level of experience will begin at $176,000.00 and go up to $244,000.00. Full‑time employees are also eligible for a bonus, competitive equity package, and benefits. Actual compensation may vary based on location, skills, qualifications, and experience.

In this role, you can expect to

• Define and drive the product vision and strategy for the human agent experience as automation and AI capabilities expand, ensuring tools support increasingly complex and nuanced member interactions.
• Lead the definition and delivery of modern agent‑facing tools and workflows in a rapidly changing support ecosystem, translating long‑term strategy into phased, practical execution.
• Own ambiguous, high‑impact problem spaces and bring strong judgment to tradeoffs across vendors, technology, operations, and business needs.
• Partner deeply with Operations and cross‑functional stakeholders, influencing decisions beyond direct ownership and driving durable change through product leadership.
• Drive change in a mission‑critical environment where tools are used daily at scale and reliability, security, and operational continuity are non‑negotiable.

To thrive in this role

• Experience as a Platform Product Manager, owning products used by internal teams at scale and driving change management across the organization.
• A strong strategic lens paired with the ability to craft clear, compelling narratives that align diverse stakeholders.
• Proven success navigating complex stakeholder environments and driving change across teams.
• Demonstrated execution in technically complex, high‑ambiguity problem spaces.
• Deep member obsession, including empathy for and focus on internal users like support agents.
• Experience applying AI technologies thoughtfully in real product contexts, with a clear perspective on where automation adds value—and where it does not.
• Strong alignment with the belief that support automation is accelerating—and excitement about owning the evolving role of humans in that future.

Nice to have

• Experience in customer support or support operations
• Experience in FinTech or regulated environments

Why this role is unique

As AI reshapes the support landscape, we need to define what that means for human agents. This role sits at the center of that question—working within a support organization at scale to evolve how humans, tools, and automation come together, and then driving that change in real time.

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.

What We Offer For Our Full‑time, Regular Employees

• 🏢 Our in‑office work policy is designed to keep you connected—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.
• ✨ 401(k) 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 toward 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: [e-mail].

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