Manager, Member Services- Accounts

5+ years of experience leading customer support or member services teams in fintech, payments, or a regulated environment. Deep familiarity with billing, payments, account status workflows, and high-stakes member escalations. Proven experience building and managing high-performing teams (hiring, training, performance management). Strong operational mindset with experience creating SOPs, running RCAs, and implementing QA/QC processes. Comfort making judgment calls around credits and concessions in financially sensitive contexts. Experience with standard CS tools and metrics; Zendesk experience strongly preferred. Clear, confident communicator working with senior leaders and cross-functional partners.

Own Accounts-related member support, including intake, escalation, and resolution. Build a world-class Accounts servicing program and lead a dedicated team. Improve Accounts-related workflows (card activations, account setup, transactions, billing). Act as escalation point for complex member issues. Establish SOPs, documentation, and training for consistent issue handling. Drive quality assurance, coaching, and feedback. Partner with Credit, Engineering, Finance, Dining, and Operations to improve systems. Track and improve core support metrics. Remain hands-on as needed to support the team.