Tech Lead Manager, Human Agent Tooling

United States Digital Space LLC; San Francisco (CA); On-site; USD 187,000 - 259,000; Full time

Benefits offered by this job

Bonus

Equity

Benefits

Job summary

Chime is seeking a hands-on engineering leader to guide the Human Agent Tooling team within Trust & Safety. As Tech Lead Manager, you will lead a squad of 3-5 engineers, set hiring bars, coach and develop talent, and own execution while writing production code.

You will modernize the agent workspace, case management tools, and real-time context, partnering with Product, Operations, and support agents to deliver faster, safer, and more effective interactions.

Qualifications

• 5+ years of experience developing software in a production environment at scale.
• Prior experience serving as a technical lead for a team and on complex projects, driving architectural decisions and coordinating execution.
• Proven experience with Ruby on Rails or comparable frameworks.
• Experience with transactional databases and caching systems.
• Deep understanding of architectural patterns for large-scale web applications.
• Commitment to mentoring engineers and fostering team development.
• An appreciation of maintainable and well-tested code.
• Curiosity and passion for diving deeply into system architectures and technical challenges.
• Experience in fast-paced or early-stage environments is a strong plus.

Responsibilities

• Drive technical design and architectural decisions, while mentoring engineers and fostering cross-functional collaboration.
• Lead and contribute to multiple projects simultaneously, balancing ownership of key initiatives with support across broader team efforts.
• Build and maintain robust, low-latency APIs and backend services that power our platforms.
• Become the domain expert in our platform architecture, providing technical decisions and solutions to refine our maturing platforms.
• Partner with data engineers, analysts, and product managers to ship impactful features that enhance member protection and experience.
• Improve platform reliability and performance through thoughtful system architecture, observability practices, and automation.
• Evolve our experimentation, policy lifecycle, and ML integration capabilities to support smarter and faster decision-making at scale.
• Engineers are required to participate in on-call rotation.

Skills

Ruby on Rails

Architectural design

Mentoring engineers

On-call experience

Job description

About the Role

the company is looking for a hands-on engineering leader to guide the Human Agent Tooling team within Trust & Safety. As a Tech Lead Manager, you'll lead a squad of 3-5 engineers, set the hiring bar, coach and develop talent, and own execution and delivery. You'll also remain deeply involved in the technical work, writing and shipping production code alongside your team.

The Human Agent Tooling team builds the software the company's support agents use to understand member needs, take the right actions, and resolve issues quickly and safely. This includes the agent workspace, case management tools, real-time member context, and access controls. You'll help modernize this platform and partner closely with Product, Operations, and support agents to make every human support interaction faster, safer, and more effective.

The base salary offered for this role and level of experience will begin at $187,000 and up to $259,000. 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

• Drive technical design and architectural decisions, while mentoring engineers and fostering cross-functional collaboration

• Lead and contribute to multiple projects simultaneously, balancing ownership of key initiatives with support across broader team efforts

• Build and maintain robust, low-latency APIs and backend services that power our Trust and Safety platforms

• Become the domain expert in our platform architecture, providing technical decisions and solutions to refine our maturing platforms

• Partner with data engineers, analysts, and product managers to ship impactful features that enhance member protection and experience

• Improve platform reliability and performance through thoughtful system architecture, observability practices, and automation

• Evolve our experimentation, policy lifecycle, and ML integration capabilities to support smarter and faster decision-making at scale

• Engineers are required to participate in on-call rotation. Being on call may include responding to incidents outside of regular working hours when necessary.

To thrive in this role, you have

• 5+ years of experience developing software in a production environment at scale

• Prior experience serving as a technical lead for a team and on complex projects - driving architectural decisions, coordinating execution, and aligning cross-functional teams

• Proven experience with Ruby on Rails or comparable frameworks

• Experience with transactional databases and caching systems

• Deep understanding of architectural patterns for large-scale web applications

• Commitment to mentoring engineers and fostering team development

• An appreciation of maintainable and well-tested code

• Curiosity and passion for diving deeply into system architectures and technical challenges

• Experience in fast-paced or early-stage environments is a strong plus

#LI-Onsite #LI-AA1

A little about us

At the company, we believe that everyone can achieve financial progress. We created the company - 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. Each brings 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?

*the company is a financial technology company, not a bank. Banking services provided by The Bancorp B