Tech Lead Manager, Human Agent Tooling

About the Role

Chime 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 Chime’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.

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