Manager, Member Services – Accounts
Atlas
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $136,000 - $150,000 per year
Job Level
Mid-LevelSenior
About the role
- Serve as the primary owner for Accounts-related member support within Member Services, including intake, escalation management, and resolution coordination.
- Build a world-class Accounts servicing program, eventually building and leading a dedicated team of Agents and Leads.
- Own and improve Accounts-related workflows such as card activations, account setup issues, transaction-related inquiries, and member-facing billing questions, in partnership with Credit, Engineering, and Finance.
- Act as the escalation point for complex or sensitive member issues, ensuring appropriate routing, follow-through, and communication.
- Establish and maintain clear SOPs, documentation, and training to ensure consistent handling of Accounts issues.
- Drive ongoing quality assurance, coaching, and feedback loops to raise execution standards across the team.
- Partner closely with Credit, Engineering, Finance, Dining, and Operations to identify root causes and improve systems over time.
- Track and improve core support metrics such as response times, resolution quality, and repeat issue rates.
- Stay close to the work and remain hands-on as needed, including scrubbing in to support your team when volume is high.
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.
- 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.
- Comfort making judgment calls around credits, concessions, and member resolutions in financially sensitive contexts.
- 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.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer supportmember servicesbillingpaymentsaccount status workflowsSOP creationRCAQA/QC processesperformance managementescalation management
Soft skills
leadershipcommunicationoperational mindsetproblem-solvingteam buildingcoachingfeedbackjudgmentcollaborationconflict resolution