Member Services Manager, Credit & Accounts
Atlas
full-time
Posted on:
Location Type: Hybrid
Location: New York City • New York • United States
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Salary
💰 $136,000 - $150,000 per year
About the role
- 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.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer supportmember servicesbillingpaymentsaccount status workflowsSOPsroot cause analysisQA/QC processesperformance metricsteam management
Soft Skills
strong judgmentclear communicationoperational mindsetleadershipproblem-solvingcollaborationtrainingperformance managementconfident communicationadaptability