Tech Lead Manager, Human Agent Tooling

5 дн. назад

USALeadOnsite

software developmenttechnical leadershipteam managementarchitecture design

Lead and manage the Human Agent Tooling engineering team, guiding technical design and delivery of software for support agents.

О компании

At , we believe that everyone can achieve financial progress. We created —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.
Because if we don't—who will?
* is a financial technology company, not a bank. Banking services provided by The Bancorp Bank, N.A. or Stride Bank, N.A., Members FDIC.

Обязанности

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 ’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. 
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.

Требования

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

Условия

🏢 Our in-office work policy is designed to keep you connected - with 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.
💻 Benefits that support your work and life, including backup child, elder, and pet care and subsidized commuter benefits for eligible employees.
✨ Comprehensive health, financial, and wellbeing benefits designed to support you at every stage of life.
🏝 Generous vacation policy and company-wide paid days off
🫂 1% of your time off to support local community organizations of your choice
👟 Annual wellness stipend to use towards eligible wellness related expenses
👶 Up to 22 weeks of paid parental leave for birthing parents and 12 weeks of paid parental leave for non-birthing parents
👪 Access to family planning reimbursement
💚 A challenging and fulfilling opportunity to join one of the most experienced teams in FinTech and help millions unlock financial progress
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.
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 s
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