Support Coordinator – Member Services

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

📋 Description

• Serve as a friendly, professional, and knowledgeable first contact for Soho House members, offering outstanding service through telephone and email communication.

• Address all member inquiries promptly and effectively, consistently achieving or surpassing departmental SLAs and personal performance KPIs.

• Provide a proactive, solution-oriented service to a diverse global membership, anticipating needs and enhancing the overall member experience.

• Handle a variety of requests, including membership administration, club and restaurant inquiries, and general support across our Houses in New York and Los Angeles.

• Take responsibility for member inquiries from the initial contact to resolution, ensuring a smooth and personalized experience.

• Collaborate efficiently with internal teams and support departments to resolve issues and continually enhance service delivery.

• Identify opportunities to enhance processes and member experiences through initiative and feedback.

⛳️ Requirements

• Experience in a luxury hospitality, premium service, or high-end customer-focused environment.

• Demonstrated ability to meet or exceed personal and departmental KPIs and SLAs.

• Experience utilizing Salesforce or a comparable CRM system.

• Strong background in a fast-paced, target-oriented team environment.

• Excellent verbal and written communication skills in fluent English.

• Solid understanding of GDPR and the significance of data protection.

• Preferred

• Familiarity with OpenTable or similar reservation systems.

• Experience in a membership-based or loyalty-driven environment.

• Previous experience supporting international customers or working across multiple regions.

• Experience in a remote or hybrid work setting.

🏝️ Benefits

• Health Care + 401K: Full-time employees are eligible for comprehensive benefits, including Medical, Dental, & Vision, as well as a Retirement fund with a 2% match.

• Paid Time Off: Full-time employees receive sick days and vacation days.

• Career Development: Soho House offers opportunities for career progression both domestically and internationally, as well as in managerial or technical roles.

• Soho Impact: Empowering the Soho House Community to foster positive change through mentoring, apprenticeship, local outreach, and sustainability initiatives.

• Learning & Development: A wide array of internally and externally offered courses are accessible to all employees.

• Cookhouse & House Tonic: Celebrating our enthusiasm for food and drink, with monthly calendars available for participation in trips, training sessions, and events.

• Team Events: We host a variety of enjoyable events each month, from fitness sessions to cinema screenings and art classes, which you can sign up for.