Member Services Manager, Accounts

Atlas

7d • $136,000 - $150,000 • Hybrid

About The Position

Atlas is the concierge charge card built for those who expect more - unlocking access to world-class dining, luxury travel, and lifestyle experiences, while making spending seamless.
Our members are discerning, high-spending individuals and companies who rely on Atlas for insider access, curated service, and unmatched reliability.
In just over a year, we’ve organically scaled to hundreds of millions in spend volume, growing double digits month over month. Backed by Y Combinator, Valar Ventures (Peter Thiel), Eric Schmidt, Elad Gill, and other leading fintech and consumer investors, Atlas is building the modern alternative to Amex Centurion, with a high-margin, high-growth model and a clear path to over $1B in spend volume.
Our team is lean, senior, and fast-moving, with experience across Apple, Robinhood, Instacart, and DoorDash.
We’re hiring a Manager, Member Services (Accounts) to build and lead Atlas’s Accounts Member Services function from the ground up.
This is a net-new leadership role created to address growing complexity and volume across Accounts workflows, including card activations, account status questions, transaction declines, and billing-related escalations. Today, these are owned throughout Dining and Operations. This role exists to centralize ownership, raise the bar on quality and judgment, and build a durable team and operating model as Atlas scales.
You’ll be the founding leader for Accounts Member Services- responsible for hiring and developing the team, setting standards, and owning outcomes end to end. This is a hands-on leadership role that requires strong operational instincts, comfort with ambiguity, and excellent judgment in a fintech environment.

Requirements

• 5+ years of experience leading customer support or member services teams in a fintech, payments, or similarly regulated environment.
• Deep familiarity with billing, payments, account status workflows, and high-stakes member escalations.
• Proven experience building and managing high-performing teams, including hiring, training, and performance management.
• Strong operational mindset with experience creating SOPs, running RCAs, and implementing QA/QC processes.
• Comfort making judgment calls around credits, concessions, and member resolutions in financially sensitive contexts.
• Experience working with standard CS tools and metrics; Zendesk experience strongly preferred.
• Clear, confident communicator who can work directly with senior leaders and cross-functional partners.

Nice To Haves

• You like building from scratch and bringing structure where there is ambiguity.
• You are comfortable being accountable for outcomes, not just process.
• You balance empathy for members with sound business judgment.
• You can zoom in on details when needed, but also think systemically about how things should work at scale.
• You don’t need a heavy process to operate effectively, but you know when process matters.

Responsibilities

• Serve as the primary owner for Accounts-related member support within Member Services, including intake, escalation management, and resolution coordination.
• Build a world-class Accounts servicing program, eventually building and leading a dedicated team of Agents and Leads
• Own and improve Accounts-related workflows such as card activations, account setup issues, transaction-related inquiries, and member-facing billing questions, in partnership with Credit, Engineering, and Finance.
• Act as the escalation point for complex or sensitive member issues, ensuring appropriate routing, follow-through, and communication.
• Establish and maintain clear SOPs, documentation, and training to ensure consistent handling of Accounts issues.
• Drive ongoing quality assurance, coaching, and feedback loops to raise execution standards across the team.
• Partner closely with Credit, Engineering, Finance, Dining, and Operations to identify root causes and improve systems over time.
• Track and improve core support metrics such as response times, resolution quality, and repeat issue rates.
• Stay close to the work and remain hands-on as needed, including scrubbing in to support your team when volume is high.

Benefits

• We offer a competitive salary range of $136,000 - $150,000 and a robust total compensation package, with the potential for equity and bonuses.
• Join a high-growth fintech redefining lifestyle and payments for the most discerning customers on the planet.
• Work with a small, elite team that’s built products like the iPhone and moves fast with a focus on performance and precision.
• Be part of a culture that rewards autonomy, encourages innovation, and treats its employees with the same level of care we provide our members.
• Operate in a culture that rewards results with real ownership and the chance to build things that materially impact our members' daily lives.
• Full Medical, Dental, and Vision coverage.
• 401k Plan.
• Flexible Time Off.
• A hybrid environment with flexibility when needed.

What This Job Offers

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