Manager, Member Services – Accounts
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Job Description
Manager, Member Services in remote role overseeing accounts-related workflows and developing high-performing teams. Join high-growth fintech providing seamless spending experiences.
Responsibilities:
- 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.
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