Product Manager, Support Agent Tooling

<h3><strong>About the role</strong></h3> <p>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.</p> <p>We’re hiring a <strong>Product Manager</strong> 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 <strong>human agent experience layer</strong>—how agents access context, make decisions, and take action to resolve complex member needs.</p> <p>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.</p> <p>The base salary offered for this role and level of experience will begin at $176,000.00and 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.</p> <h3><strong>In this role, you can expect to</strong></h3> <ul> <li>Define and drive the <strong>product vision and strategy</strong> for the human agent experience as automation and AI capabilities expand, ensuring tools support increasingly complex and nuanced member interactions.</li> <li>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.</li> <li>Own ambiguous, high-impact problem spaces and bring strong judgment to tradeoffs across vendors, technology, operations, and business needs.</li> <li>Partner deeply with <strong>Operations and cross-functional stakeholders</strong>, influencing decisions beyond direct ownership and driving durable change through product leadership.</li> <li>Drive change in a <strong>mission-critical environment</strong> where tools are used daily at scale and reliability, security, and operational continuity are non-negotiable.</li> </ul> <h3><strong>To thrive in this role, you have</strong></h3> <ul> <li>Experience as a <strong>Platform Product Manager</strong>, owning products used by internal teams at scale and driving change management across the organization.</li> <li>A strong strategic lens paired with the ability to craft clear, compelling narratives that align diverse stakeholders.</li> <li>Proven success navigating complex stakeholder environments and driving change across teams.</li> <li>Demonstrated execution in technically complex, high-ambiguity problem spaces.</li> <li>Deep <strong>member obsession</strong>, including empathy for and focus on internal users like support agents.</li> <li>Experience applying <strong>AI technologies thoughtfully in real product contexts</strong>, with a clear perspective on where automation adds value—and where it does not.</li> <li>Strong alignment with the belief that support automation is accelerating—and excitement about owning the evolving role of humans in that future.</li> </ul> <p><strong>Nice to have</strong></p> <ul> <li>Experience in customer support or support operations</li> <li>Experience in FinTech or regulated environments</li> </ul> <h3><strong>Why this role is unique</strong></h3> <p>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 <strong>support organization at scale</strong> to evolve how humans, tools, and automation come together, and then driving that change in real time.</p> <p>#LI-TP1 #LI-Hybrid</p><div class="content-conclusion"><h2><strong>A little about us</strong></h2> <p>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 ... (truncated, view full listing at source)