Member Services Manager, Accounts

Jobgether

5d • $136,000 - $150,000 • Hybrid

About The Position

This role offers the opportunity to build and lead a high-performing Accounts Member Services function from the ground up. The Member Services Manager will own end-to-end operations for account-related support, including card activations, billing inquiries, transaction declines, and escalations. You will develop and implement workflows, standards, and training to ensure consistent and high-quality member experiences. This is a hands-on leadership position, requiring both strategic thinking and operational execution, as well as collaboration across credit, finance, engineering, and operations teams. The ideal candidate thrives in a fast-growing, fintech environment and is skilled at managing ambiguity, improving processes, and driving measurable outcomes. You will also hire, mentor, and scale a dedicated team, ensuring excellence in service delivery and operational efficiency.

Requirements

• 5+ years of experience leading customer support or member services teams, preferably in fintech, payments, or regulated environments.
• Deep understanding of billing, payments, account status workflows, and escalation management.
• Proven experience building and scaling high-performing teams, with expertise in hiring, training, and performance coaching.
• Strong operational skills, including SOP creation, quality assurance, root cause analysis, and process improvement.
• Excellent judgment in sensitive financial contexts, including credits, concessions, and member resolutions.
• Proficiency with customer support tools and metrics; Zendesk experience preferred.
• Clear and confident communicator, comfortable engaging with senior leaders and cross-functional teams.
• Ability to balance empathy for members with business judgment and think both tactically and systemically.

Responsibilities

• Own and manage all Accounts-related member support, including intake, escalation handling, and resolution coordination.
• Build a dedicated Accounts Member Services team, including hiring, training, coaching, and performance management.
• Design and optimize workflows for account setup, card activations, billing inquiries, and transaction-related issues.
• Serve as the escalation point for complex or sensitive member issues, ensuring timely resolution and communication.
• Establish and maintain SOPs, documentation, and training materials to standardize processes and maintain quality.
• Track key metrics, including response times, resolution quality, and repeat issue rates, and drive continuous improvement.
• Collaborate with cross-functional partners across credit, finance, engineering, dining, and operations to identify root causes and implement systemic improvements.

Benefits

• Competitive salary range of $136,000–$150,000, with potential for bonuses and equity.
• Full medical, dental, and vision coverage.
• 401(k) retirement plan.
• Flexible time off and hybrid working environment.
• Opportunity to build a team and shape the operations function in a fast-growing fintech.
• Collaborative and innovative culture that values autonomy, results, and professional growth.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed