Soho Support Coordinator Member Services – Member Services

Job Description

Soho Support Coordinator – Member Services | Soho House & Co

The Tone:
This is a remote, entry-level position at Soho House & Co, located in Miami, FL. Soho House & Co is a global private members’ club and hospitality company, providing exclusive spaces, services, and experiences for its members. This role is essential for delivering exceptional, personalized customer service, serving as the first point of contact for members, and enhancing their experience with Houses in New York and Los Angeles.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: Remote, Miami, FL
• Team: Soho Support customer service team
• Mission: To serve as the first point of contact for members, handling all their needs from applications to bookings and retail inquiries for Houses in New York and Los Angeles.
• Tech Stack: Salesforce, OpenTable

What You’ll Actually Do
• Act as a warm, professional, and knowledgeable first point of contact for Soho House members, delivering exceptional service via telephone and email.
• Manage a variety of member requests, including membership administration, club and restaurant enquiries, and general support across Houses in New York and Los Angeles.
• Respond to all member queries in a timely and efficient manner, consistently meeting or exceeding departmental SLAs and personal performance KPIs.
• Take ownership of member queries from initial contact through to resolution, ensuring a seamless and personalised experience.
• Collaborate effectively with internal teams and support departments to resolve issues and identify opportunities to improve processes and member experience.

The Must-Haves
• Background: Entry-level role. Experience working within a luxury hospitality, premium service, or high-end customer-focused environment.
• Experience: Proven ability to meet or exceed personal and departmental KPIs and SLAs; experience using Salesforce or a similar CRM system; strong experience working in a fast-paced, target-driven team environment.
• Skills: Excellent verbal and written communication skills in fluent English; highly organised with exceptional attention to detail; proactive and resourceful, with a strong sense of ownership; solid understanding of GDPR and the importance of data protection.
• Bonus: Experience with OpenTable or similar reservation systems; experience working within a membership-based or loyalty-driven environment; previous experience supporting international customers or working across multiple regions; experience working in a remote or hybrid environment.