Member Services Lead, Dining & Accounts

Location: West Coast (Pacific Time Zone)
Employment Type: Full-Time Employee

About Atlas

Atlas is the concierge and 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 who rely on Atlas for insider access, curated service, and unmatched reliability.

In just 12 months, we’ve scaled to over $X00,000,000 in spend volume, growing double digits month-over-month, organically and without paid marketing.

We’re backed by world-class investors and have multiple years of runway ahead. Our team is lean, senior, and fast-moving, with experience at Apple, Robinhood, Instacart, DoorDash, and leading startups.

The Role

The Member Services Lead, Dining & Accounts, helps set the standard for how we support Atlas members. You’ll manage complex situations, coach others on service quality, and make sure every interaction meets our expectations. You will also be on the front line- as a direct point of contact for our members, helping to anticipate their needs, resolve inquiries, and deliver white-glove support that reflects Atlas’s standard of excellence.

You’ll handle high-touch member inquiries, support your teammates with escalations, and keep our internal documentation and training current. You’ll work closely with the Head of Member Services, Dining and Accounts, Credit, and Operations to keep workflows smooth and service consistent.

This role requires weekend coverage, with core hours from 1 pm to 9 pm PST.

Responsibilities

• Serve as the primary point of contact for Atlas members regarding dining and account-related requests.

• Manage inbound and outbound communications via Zendesk, Slack, Gmail, and Core Credit systems.

• Coordinate reservations, dining experiences, and special requests with precision and speed.

• Act as the first point of contact for escalations that need extra attention or judgment.

• Review and reassign overflow tickets to keep the queue balanced and SLAs on track.

• Audit communications and give feedback to improve tone, accuracy, and consistency.

• Keep training guides, SOPs, and reference docs updated as processes evolve.

• Support onboarding for new team members and lead refreshers for current staff.

• Identify patterns or recurring issues and recommend fixes to leadership.

• Partner with Credit, Travel, and Operations to ensure a seamless experience for members.

• Manage and resolve high-impact member requests with empathy, speed, and discretion.

• Lead by example in communication, problem-solving, and ownership.

Qualifications

• 4+ years of client service or relationship management experience in client service, concierge, or account management in luxury, hospitality, or financial services.

• Background in Customer Service, Executive Assistance, or Concierge Services with a Dining focus.

• Experience managing or mentoring a small team or acting as a team lead.

• Exceptional track record of delivering VIP-level service to high-value members, consistently providing swift and effective solutions.

• Excellent multitasking and prioritization skills in fast-paced, dynamic environments.

• Creative problem-solver who thrives on delivering solutions thoughtfully.

• You communicate with clarity and empathy. You know how to read the room, adjust your tone, and make each interaction feel personal and grounded.

• You bring a genuine passion for dining and member service: and are comfortable being the person who quietly makes things work.

• Self-motivated, ambitious, and able to work independently with minimal supervision.

• Comfortable using tools like Zendesk, Slack, Gmail, and Google Workspace.

Preferred Qualifications

• Experience in luxury or financial service environments.

• Familiarity with Core Credit or similar financial servicing tools.

• Experience in maintaining internal documentation and training materials.

• Availability to work weekends and occasional holidays for coverage.

Why Join Us

• Join a rapidly growing, mission-driven fintech redefining premium membership experiences.

• Work alongside a passionate, high-performing team that values empathy, accountability, and creativity.

• Be part of a culture that rewards autonomy, encourages innovation, and treats its employees with the same level of care we provide our members.

• Full Medical, dental, and vision coverage.

• 401k Plan.

• Flexible Time Off.

• Work from Home Reimbursement.

• Access to Atlas perks and lifestyle experiences.

The salary range for this position is between $80,000 and $90,000, with potential for bonuses. This range may vary depending on a variety of factors considered in compensation decisions, including but not limited to skills, experience, training, degrees, and certifications. The salary range is just one aspect of our total compensation package, which includes a comprehensive benefits program. This is a full-time, exempt position.

Atlas is an Equal Opportunity Employer (EEO) and does not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any legally protected characteristic.

Employment is contingent upon the successful completion of background checks and compliance with applicable regulatory requirements.