Location: NYC Preferred (SF/Remote considered)
Employment Type: Full-Time
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.
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.
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
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
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, while thinking systemically about how processes scale.
Sound judgment around when lightweight execution is appropriate and when disciplined process is required.
We offer a competitive salary range of $136,000 - $150,000 and a robust total compensation package, with the potential for equity and bonuses.
Join a high-growth fintech redefining lifestyle and payments for the most discerning customers on the planet.
Work with a small, elite team that’s built products like the iPhone and moves fast with a focus on performance and precision.
Be part of a culture that rewards autonomy, encourages innovation, and treats its employees with the same level of care we provide our members.
Operate in a culture that rewards results with real ownership and the chance to build things that materially impact our members' daily lives.
Full Medical, Dental, and Vision coverage.
401k Plan.
Flexible Time Off.
A hybrid environment with flexibility when needed.
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Atlas
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