Product Manager, Support

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 $176,000.00and 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.

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, you have

• 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.

#LI-TP1 #LI-Hybrid