Community Operations Specialist

About the role

We are hiring for a Community Operations Specialist reporting into our Social Experience team. As a Community Operations Specialist, you will help meet members in our unique community-based social media channels, engaging with, educating, and moderating each unique community. You’ll also be a key player in driving efforts to build member trust and affinity with our brand, defining standard operating procedures and owning projects that help Chime organically grow and meet our community on social media.

The base salary offered for this role and level of experience will begin at $75,330.00 and up to $102,500.00. 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

• Engage with members, respond to questions about Chime’s products and services, and triage escalations that happen across our community-based social media channels
• Moderate responses from folks across all of our communities, removing comments where necessary, and addressing/correcting misinformation
• Manage the rules, mod queue, auto-mod settings, and mod mail on our subreddit community: r/chime financial, and manage the moderation settings for our Facebook Group community: Chime Crew Group Chat
• Define and manage standard operating procedures that define how we approach moderation and engagement for each of our unique affinity communities
• Leverage insights from social listening and other data sources to represent community health/sentiment, and influence directional change in our engagement strategy across our social channels
• Partner closely with Social Marketing, driving fun and engaging responses to positive mentions across owned and earned social comments.
• Partner with cross-functional teams across Marketing, PR, Product, Incident Management, and Member Experience to prioritize addressing important questions and pain points from our members, and calling attention to trends and sensitive, one-off issues happening within our community-based social media channels

To thrive in this role, you have

• 5+ years of experience in a social media customer service or community management role
• Experience using social media tools, like Sprinklr, Khoros, Sprout Social, SparkCentral, Buffer, or Conversocial
• Familiarity with how Reddit works, including a deep understanding of Moderator functions (like mod queues and auto-mod), Insights pages, and the upvote & downvote system
• A love and passion for community—you recognize that being part of a community means being a participant in it, not a ruler of it
• Empathy—you genuinely care about the outcomes of bad (and good!) experiences that Chime members and our community mayface.
• Curiosity—if you don’t know the answer to something, you don’t stop there. You actively seek out clarity for ambiguity and gray areas, building and improving processes from your learnings.
• Bias towards action—you’re quickly able to identify the importance of something, and are a self-starter who works autonomously or knows when to ask for help.

A little about us

At Chime, we believe that everyone can achieve financial progress. We’re passionate about developing solutions and services to empower people to succeed. Every day, we start with empathy for our members and stay motivated by our desire to support them in ways that make a meaningful difference.

We created Chime—a financial technology company, not a bank*-- founded on the premise that basic banking services should be helpful, transparent, and fair. Chime helps unlock the access and ability our members need to overcome the systemic barriers that block them from moving forward. By providing members with access to liquidity, rewards, and credit building, our easy-to-use tools and intuitive platforms give members the ability to have more control over their money and to take action toward achieving their financial ambitions.

So far, we’re well-loved by our members and proud to have helped millions of people unlock financial progress, whether they started a savings account, bought their first car or home, opened a business, or went to college. Every day, we’re inspired by our members’ dreams and successes, big and small.

We’re uniting everyday people to unlock their financial progress—will you join us?

*Chime partners with The Bancorp Bank and Stride Bank, N.A., Members FDIC, that power the bank accounts used by Chime Members.

What we offer

• 🏢 A thoughtful hybrid work policy that combines in-office days and tri