Soho Support Coordinator – Member Services

This is a fully remote position, open to applicants in Florida.

📋 Description

• Act as the primary point of contact for Soho House members through phone and email communications.

• Efficiently address member inquiries while meeting or exceeding departmental SLAs and individual KPIs.

• Deliver proactive, solution-oriented service to a diverse global membership base.

• Oversee membership administration, club and restaurant inquiries, and provide general support for Houses located in New York and Los Angeles.

• Manage member inquiries from the initial contact to resolution.

• Work collaboratively with internal teams and support departments to resolve issues and enhance service delivery.

• Recognize opportunities for process and member experience enhancements through initiative and feedback.

• Assist with inquiries related to applications, restaurant reservations, bedroom bookings, membership invoices, private hire opportunities, and special occasions.

⛳️ Requirements

• A genuine enthusiasm for luxury hospitality and providing tailored, exceptional customer experiences.

• Self-driven and solution-oriented, with a capacity to quickly grasp training materials and show initiative.

• Professional and polished telephone demeanor paired with excellent written communication abilities.

• Highly organized with exceptional attention to detail, capable of multitasking in a dynamic environment.

• Proactive and resourceful, demonstrating strong ownership and problem-solving skills.

• Results-oriented with a solid understanding of both individual and team KPIs.

• Adaptable, resilient, motivated, and eager to learn, grow, and advance.

• Discreet and trustworthy in handling confidential member information.

• Background in luxury hospitality, premium service, or high-end customer-focused environments.

• Proven track record of meeting or surpassing personal and departmental KPIs and SLAs.

• Familiarity with Salesforce or a comparable CRM system.

• Strong experience in a fast-paced, target-driven team setting.

• Excellent verbal and written communication skills in fluent English.

• Solid understanding of GDPR and data protection regulations.

• Ability to commit to the full term of a 6-month seasonal contract.

• Must have access to a quiet, private workspace free from distractions during working hours.

• Reliable and strong internet connection is required.

• Must reside in the Miami area and be available to travel for onboarding and occasional team days at Miami Houses.

🏝️ Benefits

• All necessary equipment, including a laptop and headset, will be supplied by Soho House.

• Competitive compensation packages that include global benefits and perks.

• Opportunities for career advancement, both domestically and internationally, in managerial or technical roles.

• Mentoring, apprenticeship, local outreach, and sustainability initiatives through Soho Impact.

• Extensive learning and development courses available, both internally and externally, for all employees.

• Training programs aimed at developing technical and managerial skills.