Soho Support Coordinator - Member Services - (Remote - Miami Based)

<p><strong data-olk-copy-source="MessageBody">The Role…</strong></p> <p>This is an exciting time to be joining our Soho Support customer service team. We are a global function, supporting members with all their needs, from application enquiries, restaurant reservations, bedroom bookings and Soho Home retail enquiries.</p> <p>Soho Support Coordinator Member Services serves as the first point of contact to members looking to visit our Houses in New York and Los Angeles. The role is fast-paced and diverse, tasks can range from booking restaurant reservations to providing membership invoices, discussing private hire opportunities in our houses, and going the extra mile arranging special occasions.</p> <p><strong>Key responsibilities…</strong></p> <ul type="disc"> <li>Act as a warm, professional, and knowledgeable first point of contact for Soho House members, delivering exceptional service via telephone and email.</li> <li>Respond to all member queries in a timely and efficient manner, consistently meeting or exceeding departmental SLAs and personal performance KPIs.</li> <li>Deliver a proactive, solutions-focused service to a diverse global membership, anticipating needs and enhancing the overall member experience.</li> <li>Manage a variety of requests including membership administration, club and restaurant enquiries, and general support across our Houses in New York and Los Angeles.</li> <li>Take ownership of member queries from initial contact through to resolution, ensuring a seamless and personalised experience.</li> <li>Collaborate effectively with internal teams and support departments to resolve issues and continuously improve service delivery.</li> <li>Identify opportunities to improve processes and member experience through initiative and feedback.&nbsp;</li> </ul> <p><strong>What We’re Looking For…</strong></p> <ul type="disc"> <li>A genuine passion for luxury hospitality and delivering elevated, personalised customer experiences.</li> <li>Self-motivated and solution driven, with the ability to absorb training materials quickly and demonstrate initiative&nbsp;</li> <li>A natural communicator with a polished and professional telephone manner, alongside excellent written communication skills.</li> <li>Highly organised with exceptional attention to detail and the ability to multitask in a fast-paced environment.</li> <li>Proactive and resourceful, with a strong sense of ownership and the confidence to take initiative in problem-solving.</li> <li>Results-driven, with a clear understanding of working towards and achieving individual and team KPIs.</li> <li>Adaptable, resilient, and motivated, with a strong desire to learn, grow, and progress within the business.</li> <li>Discreet and trustworthy, with a clear understanding of the importance of handling confidential member information.</li> </ul> <p><strong>Your experience…</strong></p> <p><em>Required</em></p> <ul type="disc"> <li>Experience working within a luxury hospitality, premium service, or high-end customer-focused environment.</li> <li>Proven ability to meet or exceed personal and departmental KPIs and SLAs.</li> <li>Experience using Salesforce or a similar CRM system.</li> <li>Strong experience working in a fast-paced, target-driven team environment.</li> <li>Excellent verbal and written communication skills in fluent English.</li> <li>Solid understanding of GDPR and the importance of data protection.</li> </ul> <p><em>Preferred</em></p> <ul type="disc"> <li>Experience with OpenTable or similar reservation systems.</li> <li>Experience working within a membership-based or loyalty-driven environment.</li> <li>Previous experience supporting international customers or working across multiple regions.</li> <li>Experience working in a remote or hybrid environment.</li> </ul> <p><strong>Additional information…</strong></p> <ul type="disc"> <li>This is a remote, entry-level position.</li> <li>While a dedicated home office is not required, you must have access to a quiet, private workspace free from distractions during working hours.</li> <li>A strong and reliable internet connection is essential to perform effectively in this role.</li> <li>Candidates must be based in the Miami area and available to travel for onboarding and occasional team days at our Miami Houses.</li> <li>This role requires working 40 hours per week across a 7-day operation, with varied shifts scheduled as 9:00 am–6:00 pm, 11:00 am–8:00 pm, or 2:00 pm–11:00 pm.</li> <li>All necessary equipment, including a laptop and headset, will be provided by Soho House.</li> </ul> <p>&nbsp;</p> <p><strong>Why work with us...</strong></p> <p>Soho House offers competitive compensation packages that feature global benefits and perks. Whether you’re seeking entry-level employment or a new opportunity to expand your profession, we offer training to develop the technical and managerial skills necessary to enhance your career.</p> <ul> <li><strong>Health Care + 401K: </strong>Full time employees are eligible for full benefits; Medical, Dental &amp; Vision as well as Retirement fund with a 2% match</li> <li><strong>Paid Time Off: </strong>Full- Time Employees have sick day's + vacation days</li> <li><strong>Career Development: </strong>Soho House can progress your career domestically or internationally as well as managerially or technically</li> <li><strong>Soho Impact: </strong>Empowering the Soho House Community to make positive change, through mentoring, apprenticeship, local outreach and sustainability</li> <li><strong>Learning &amp; Development: </strong>An extensive range of internally and externally run courses are available for all employees.</li> <li><strong>Cookhouse &amp; House Tonic: </strong>Celebrating our passion for food and drink. Check out our monthly calendars and get involved in trips, training's and events. Available to all.</li> <li><strong>Team Events: </strong>From fitness sessions to cinema screenings and art classes, each month we hold a series of fun events which you can sign up to.</li> </ul>