Member Services Manager, Accounts
$136k - $150k USD
Location: Remote/Hybrid (New York or San Francisco preferred)
Employment Type: Full-Time
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 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.
The Role
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.
What You’ll Do
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.
Who You Are
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.
What We’re Looking For
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.
Why Join Us
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.