Member Services Manager, Credit & Accounts

Member Services Manager, Credit & Accounts Location: NYC Preferred (SF/Remote considered) 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- 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. WHAT YOU’LL DO - 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 WHAT WE'RE LOOKING FOR - 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 me ... (truncated, view full listing at source)