Support Supervisor – Membership

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

📋 Description

• Provide support to a team of over 10 in achieving service excellence for members and potential members throughout The Americas.

• Guide and empower the team, ensuring comprehensive product knowledge, ongoing training, and compliance with Soho Support SLAs.

• Oversee the daily distribution and completion of administrative tasks, including managing failed payments, payment follow-ups, refunds, and ACH transactions.

• Enhance the skills of existing staff through Personal Development Plans (PDPs) and quality monitoring.

• Monitor team performance and productivity utilizing Salesforce, Akixi, and various reporting metrics.

• Assist management with probation evaluations, attendance, timekeeping, break schedules, and holiday planning.

• Maintain expert knowledge on global membership types, pricing models, and strategic initiatives.

• Actively seek, review, and evaluate customer feedback from all channels.

• Assess and refine operational procedures, manuals, and onboarding documentation to enhance efficiency.

• Direct complaint management and effectively resolve challenging member situations with creativity and efficiency.

• Lead communication with PWK/VIP members and customers.

• Oversee daily case management, contact levels, SLAs, triaging, ownership, and escalations.

• Manage phone SLAs and staff coverage, ensuring accountability for service percentage (SVC).

⛳️ Requirements

• A minimum of 3 years’ experience in leading a team within a customer service setting.

• Strong leadership capabilities.

• Demonstrated ability to motivate and empower team members.

• Positive and solution-oriented mindset.

• Proficient in managing high-stress situations.

• Must be capable of seizing, grasping, turning, and holding objects with hands.

• Ability to remain on your feet for a minimum of 8 hours.

• Capable of fast-paced movement between different areas of the club.

• Must be able to move, pull, carry, or lift at least 40 pounds.

• Occasionally required to kneel, bend, crouch, and climb as necessary.

🏝️ Benefits

• Comprehensive benefits for full-time employees, including Medical, Dental & Vision coverage.

• Retirement plan with a 2% matching contribution.

• Sick days and vacation days provided.

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

• Access to mentoring, apprenticeship, local outreach, and sustainability initiatives through Soho Impact.

• Participation in both internally and externally organized learning and development programs.

• Enjoy food and beverage excursions, training sessions, and events facilitated by Cookhouse & House Tonic.

• Monthly team activities such as fitness classes, cinema outings, and art workshops.

• Generous complimentary team meal while on duty in Houses & Restaurants.