Member Services Manager, Credit & Accounts

Atlas Computing Inc.

Job Overview

Location

New York

Job Type

Full-time

Full Job Description

📋 Description

• Atlas is revolutionizing the luxury lifestyle and payments sector by offering a premium concierge charge card designed for discerning individuals and companies who demand exceptional experiences and seamless spending. As a rapidly growing fintech company backed by prominent investors and a seasoned team from leading tech firms, Atlas is establishing itself as the modern alternative to traditional luxury card providers, aiming for significant spend volume and market impact.
• This pivotal role of Manager, Member Services - Credit & Accounts is a newly established leadership position crucial for managing the increasing complexity and volume of account-related inquiries and operations. The position is designed to centralize ownership of critical workflows, elevate the standard of service quality and decision-making, and establish a robust team and operational framework to support Atlas's rapid expansion. The incumbent will be the foundational leader for the Accounts Member Services function, responsible for building and nurturing a high-performing team, defining service standards, and ensuring end-to-end accountability for all outcomes.
• The day-to-day responsibilities will encompass serving as the principal point of contact for all credit and accounts-related member support within the broader Member Services umbrella. This includes managing the intake of inquiries, overseeing escalation processes, and coordinating resolutions for a wide array of sensitive financial matters. Key areas of focus will be leading all Credit & Accounts support workflows, which involve intricate processes such as line sizing and credit limit adjustments, detailed inquiries about payments and billing, statement generation and clarification, card activation and replacement procedures, troubleshooting transaction declines, managing account modifications, and addressing other high-stakes financial requests from members.
• A significant part of the role will involve architecting and implementing a world-class Accounts servicing program. This will include the strategic hiring, training, and development of a dedicated team of Agents and Leads, fostering an environment of expertise and exceptional service delivery. The Manager will act as the primary escalation point for the most complex, high-risk, or financially sensitive member issues, applying strong judgment, authorizing appropriate concessions, and ensuring clear, empathetic, and precise communication throughout the resolution process.
• Furthermore, the role demands the design and implementation of Standard Operating Procedures (SOPs) aimed at enhancing consistency across all interactions, minimizing errors, and optimizing support costs over time. The Manager will be accountable for monitoring and improving core performance metrics, such as average response time, resolution time, member satisfaction scores (NPS/CSAT), requests handled per labor hour, and the effective management of appeasement costs. This data-driven approach will be essential for continuous improvement and operational efficiency.
• To ensure the highest quality of service, the Manager will be responsible for building and running comprehensive Quality Assurance (QA) and Quality Control (QC) programs. This includes conducting thorough Root Cause Analyses (RCAs) for any service failures or recurring issues, enabling proactive identification and resolution of systemic problems. A critical aspect of the role involves close collaboration with cross-functional teams, including Credit, Engineering, Finance, Design, and the broader Operations department. This partnership is essential for developing scalable systems, robust tooling, and integrated processes that collectively enhance the overall member experience and operational integrity.
• The Manager will also be expected to remain hands-on, actively participating in the support queue during peak periods to ensure service levels are maintained and to gain firsthand insights into member challenges. Availability for urgent escalations or critical issues outside of standard business hours will also be a requirement, underscoring the commitment to member satisfaction and operational continuity.
• This role offers a unique opportunity to build a critical function from its inception within a fast-paced, high-growth fintech environment. The successful candidate will have the chance to shape the future of member services for a premium product, develop a talented team, and directly contribute to the company's success by ensuring exceptional financial and account support for Atlas's elite clientele. The experience gained in establishing and scaling such a function will be invaluable for career growth in the fintech and customer experience domains.
• The team at Atlas is characterized by its lean, senior, and fast-moving nature, with a collective background spanning industry leaders like Apple, Robinhood, Instacart, and DoorDash. This environment fosters a culture of high performance, innovation, and a shared commitment to delivering unparalleled service. Joining Atlas means becoming part of a dynamic organization that values autonomy, rewards results, and provides employees with the opportunity to build impactful solutions and experience significant professional development.

🎯 Requirements

• 5+ years of experience leading customer support or member services teams, preferably within a fintech, payments, or similarly regulated industry.
• Deep familiarity with core financial workflows including billing, payments, account status management, and handling high-stakes member escalations.
• Proven experience in building and managing high-performing teams, encompassing hiring, training, and performance management.
• Strong operational mindset with demonstrated experience in creating SOPs, conducting RCAs, and implementing QA/QC processes.
• Excellent communication skills, with the ability to engage effectively with senior leadership and cross-functional partners.
• Experience with standard Customer Service (CS) tools; Zendesk experience is strongly preferred.

🏖️ Benefits

• Competitive salary range of $136,000 - $150,000, with potential for equity and bonuses.
• Comprehensive Medical, Dental, and Vision coverage.
• 401k Plan.
• Flexible Time Off.
• Hybrid work environment with flexibility.
• Opportunity to join a high-growth fintech company and work with an elite team.
• Culture that rewards autonomy, innovation, and results with real ownership.

Skills & Technologies

Remote

$136k-150k

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Atlas Computing Inc.

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About Atlas Computing Inc.

Atlas Computing Inc. is a San Francisco–based technology company that develops an AI-native customer relationship management platform. Founded in 2021 by ex-Stripe and Google engineers, the company automates data enrichment, lead qualification and personalized outreach for B2B go-to-market teams. Its system integrates with email, calendar and CRM tools to surface real-time insights, generate contextual drafts and track engagement across the buyer journey. Atlas serves venture-backed startups and mid-market SaaS firms seeking to improve pipeline efficiency without expanding headcount. The company has raised seed funding led by Sequoia Capital and counts Figma, Notion and Anthropic as early design partners.

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