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 metrics; Zendesk experience strongly preferred

• Clear, confident communicator who can work directly with senior leaders and cross-functional partners

You also bring...

• 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, w