Hybrid Member Services Manager, Credit & Accounts

at Atlas

• Job title: Member Services Manager, Credit & Accounts
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $136,000 - $150,000 per year
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, New York City, United States

About the role

• Manager of Member Services for fintech enhancing customer experience in Accounts-related functions. Focus on establishing high-performing support teams and operational excellence in a growing fintech environment.

Responsibilities

• 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

Requirements

• 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.

Benefits

• Full Medical, Dental, and Vision coverage.
• 401k Plan.
• Flexible Time Off.
• A hybrid environment with flexibility when needed.