Member Services Manager, Credit & Accounts

Atlas • New York, NY

21h • $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- Credit & 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 role requires deep fintech experience, operational rigor, strong judgment in financially sensitive contexts, and the ability to lead from the front.

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.
• Exposure to high-growth, performance-driven environments
• Strong judgment around credits, concessions, and financial risk decisions
• 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
• 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

• A builder’s mindset: you like creating structure where there is ambiguity and turning complexity into clarity.
• Accountability for outcomes, not just activity- you own results end to end.
• The ability to balance empathy for members with strong business and financial judgment.
• The range to zoom into operational details when needed, while thinking systemically about how processes scale.
• Sound judgment around when lightweight execution is appropriate and when disciplined process is required.

Responsibilities

• Serve as the primary owner for Accounts-related member support within Member Services, including intake, escalation management, and resolution coordination
• Leading all Credit & Accounts support workflows, including line sizing and credit limit adjustments, payments and billing inquiries, statements, card activation and replacement, transaction declines, account modifications, and other sensitive financial requests
• Build a world-class Accounts servicing program, eventually building and leading a dedicated team of Agents and Leads
• Acting as the primary escalation point for complex, high-risk, or financially sensitive member issues, ensuring strong judgment, appropriate concessions, and clear communication
• Designing and implementing SOPs that improve consistency, reduce errors, and lower support costs over time
• Owning and improving core performance metrics, including response time, resolution time, member satisfaction, requests per labor hour, and appeasement costs
• Building and running QA/QC programs and conducting root cause analyses to continuously improve execution quality
• Partnering closely with Credit, Engineering, Finance, Design, and broader Operations to build scalable systems and tooling that strengthen the member experience
• Remaining hands-on when needed, scrubbing into the queue during high-volume periods, and being available for urgent or after-hours escalations when appropriate

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