Atlas ยท 2 weeks ago
Member Services Manager, Accounts
United States
Full-time
Remote
Senior Level
$136K/yr - $150K/yr
5+ years expAtlas is a fintech company that offers a concierge charge card for high-spending individuals and companies, providing access to exclusive services and experiences. They are seeking a Manager for Member Services (Accounts) to establish and lead the Accounts Member Services function, focusing on improving workflows and building a dedicated team to enhance member support.
Financial Services
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
Qualification
Required
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
Benefits
Full Medical, Dental, and Vision coverage.
401k Plan.
Flexible Time Off.
A hybrid environment with flexibility when needed.
Company
Atlas
Atlas is a spend management and lifestyle platform for high net worth individuals and families.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase