Manager, Member Services - Accounts - Remote

Overview

Atlas is looking for a Manager, Member Services to build and lead the Accounts Member Services function, focusing on delivering exceptional support for high-spending individuals and companies.

In Short

• Build and lead the Accounts Member Services function from the ground up.
• Centralize ownership of Accounts workflows including card activations and billing issues.
• Hire and develop a team of Agents and Leads.
• Improve Accounts-related workflows in partnership with various departments.
• Act as an escalation point for complex member issues.
• Establish clear SOPs and documentation for consistent handling of issues.
• Drive quality assurance and feedback loops to improve team performance.
• Track core support metrics for continuous improvement.
• Remain hands-on to support the team during high volume periods.

Requirements

• 5+ years of experience in customer support or member services in fintech.
• Familiarity with billing, payments, and account workflows.
• Experience building and managing high-performing teams.
• Strong operational mindset and experience with SOPs.
• Comfort making judgment calls in financially sensitive contexts.
• Experience with customer support tools like Zendesk.
• Clear communicator with cross-functional collaboration skills.

Benefits

• Competitive salary range of $136,000 - $150,000.
• Potential for equity and bonuses.
• Full Medical, Dental, and Vision coverage.
• 401k Plan.
• Flexible Time Off.
• Hybrid work environment with flexibility.