Travel & Lifestyle Lead, Member Services

Lead, Travel & Lifestyle Member Services

Location: Remote
Employment Type: Full-Time

About Atlas

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

In just over a year, we’ve organically scaled to hundreds of millions in spend volume, growing double digits month over month. Backed by Y Combinator, Valar Ventures (Peter Thiel), Eric Schmidt, Elad Gill, and other leading fintech and consumer investors, Atlas is building the modern alternative to Amex Centurion, with a high-margin, high-growth model and a clear path to over $1B in spend volume.

Our team is lean, senior, and fast-moving, with experience across Apple, Robinhood, Instacart, and DoorDash.

The Role

This role as a Member Services Lead, Travel & Lifestyle, sets the standard for high-touch, luxury travel support at Atlas. You’ll serve as both an operator and a coach- handling complex, high-impact travel and lifestyle requests while guiding associates on tone, accuracy, problem-solving, and member experience.

You’ll be the first escalation point for travel-related inquiries, ensure workflows run smoothly, keep SOPs and training current, and work closely with the Head of Travel, Member Services Leadership, and cross-functional teams. This role is for someone who thrives in fast-moving environments, has impeccable taste, and knows how to deliver seamless end-to-end experiences for ultra-discerning travelers.

Weekend or evening coverage may be required, depending on team scheduling and member demand.

What You’ll Do

Member Experience & Escalations

• Serve as a senior point of contact for luxury travel and lifestyle requests—including hotels, flights, private charters, villas, ground transportation, events, and bespoke experiences.

• Handle high-touch, high-impact member cases requiring advanced judgment, discretion, and problem-solving.

• Maintain Atlas’s premium tone across all communication channels (Zendesk, Slack, internal chat).

• Step in on urgent, sensitive, or VIP member requests to ensure exceptional outcomes.
  

Travel Operations & Execution

• Own complex, end-to-end itineraries—including research, quoting, booking, confirmations, vendor coordination, and itinerary assembly.

• Leverage strong hospitality fluency to recommend the right hotels, villas, destinations, restaurants, and experiences tailored to the member.

• Coordinate directly with hotels, concierge partners, ground transportation vendors, and global travel providers to secure upgrades, amenities, and seamless arrangements.

• Navigate internal systems and third-party booking platforms with speed and accuracy.

• Ensure flawless execution of bookings and logistics across time zones.
  

Team Leadership & Quality Control

• Act as the first line of escalation for the Travel MS Associates.

• Monitor queues, reassign tickets to maintain coverage, and support team members with real-time guidance.

• Review communications for tone, quality, and accuracy; provide constructive coaching.

• Lead onboarding, training, and refreshers for new and current Travel Associates.

• Keep travel SOPs, macros, and documentation updated as workflows evolve.

• Identify operational gaps or inefficiencies and propose solutions to leadership.
  

Cross-Functional Partnership

• Collaborate with Member Services Leads, Credit, Dining, Operations, and Product to ensure a seamless experience across all verticals.

• Surface trends, member feedback, and operational insights to the Head of Travel to inform roadmap and service evolution.
  

What We’re Looking For

• 4+ years of experience in luxury travel planning, premium concierge service, high-end hospitality, or lifestyle management.·

• Proven experience supporting discerning clientele with complex, personalized travel itineraries.

• Strong knowledge of global destinations, luxury hotels, boutique properties, private aviation, premier restaurants, and high-profile events.

• Experience mentoring, coaching, or serving as a team lead.

• Exceptional communication skills with the ability to deliver warmth, clarity, and confidence under pressure.

• Highly organized with strong prioritization skills in fast-moving environments.

• Discretion and sound judgment handling sensitive member information.

• Comfort with tools such as Zendesk, Slack, Google Workspace; bonus if familiar with GDS (Sabre, Amadeus, Apollo).

• Naturally solution-oriented- you enjoy being the person who quietly makes everything work.

You also bring...

• Existing relationships with global luxury hotels and hospitality brands (Aman, Rosewood, Six Senses, etc.).

• Experience in maintaining SOPs, knowledge bases, or training programs.

• Ability to work evenings, weekends, or holidays as needed.

Why Join Us

• We offer a competitive salary range of $80,000- $100,000 and a comprehensive total compensation package, including the potential for equity and bonuses.

• Join a high-growth fintech redefining lifestyle and payments for the most discerning customers on the planet.

• Work with a small, elite team that’s built products like the iPhone and moves fast with a focus on performance and precision.

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

• Operate in a culture that rewards results with real ownership and the chance to build things that materially impact our members' daily lives.

• Full Medical, Dental, and Vision coverage.

• 401k Plan.

• Flexible Time Off.

• A hybrid environment with flexibility when needed.

• Access to Atlas perks and concierge services is included.