Job description
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.
