Member Services Manager Accounts
Atlas
Job Overview
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Job Description
About Atlas
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. Backed by top investors and a track record of organic growth, Atlas builds a modern alternative to Amex Centurion.
The Role
The Member Services Manager Accounts is a net-new leadership role to build and lead the Accounts Member Services function from the ground up. You will own and improve workflows like card activations, account setup issues, transaction inquiries, and billing-related escalations.
What You’ll Do
- Serve as the primary owner for Accounts-related member support, including intake and resolution.
- Build a world-class Accounts servicing program and eventually lead a team.
- Own and improve workflows in partnership with Credit, Engineering, and Finance.
- Act as the escalation point for complex member issues ensuring clear communication.
- Create and maintain SOPs, documentation, and training for consistency.
- Drive quality assurance and enhance support metrics such as response time and resolution quality.
- Stay hands-on and support the team during high volume periods.
Who You Are
You have 5+ years of experience leading customer support or member services teams in fintech or similar environments. You are experienced with billing, payments, and account status workflows, and have built high-performing teams through effective hiring, training, and performance management. Your operational mindset and ability to create SOPs and manage escalations are essential.
What We’re Looking For
You enjoy building processes from scratch and bringing structure to ambiguity. Accountability for outcomes, balancing empathy with business judgment and attention to operational details is key.
Why Join Us
Join a high-growth fintech with a competitive salary range of $136,000 - $150,000, robust total compensation, and equity potential. Work with a lean, elite team making significant impacts with real ownership. Benefits include full medical, dental, vision coverage, 401k, and flexible time off in a hybrid work environment.
Key skills/competency
- Fintech
- Member Services
- Accounts
- Customer Support
- Leadership
- Operations
- SOP Development
- Escalation Management
- Zendesk
- Quality Assurance
How to Get Hired at Atlas
- Customize Resume: Tailor skills to fintech and member services.
- Research Atlas: Understand their growth and investor history.
- Highlight Leadership: Emphasize team building and operational experience.
- Prepare Metrics: Showcase experience with quality assurance and KPIs.
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