Soho Support Coordinator 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, based in Miami. Soho House & Co is a global function supporting members with all their needs, from application enquiries to bookings and retail. This role is crucial as the first point of contact for members visiting Houses in New York and Los Angeles, ensuring exceptional service and enhancing their overall experience. The position is designed to deliver elevated, personalized customer experiences.

The TL;DR
• Role: Early Career
• Type: Full-time
• Location: Remote, Miami, FL

• Team: Soho Support customer service team
• Mission: Serve as the first point of contact for members, managing diverse requests from restaurant reservations to membership administration.
• Tech Stack: Salesforce, OpenTable

What You’ll Actually Do
• Deliver Service: Provide warm, professional, and knowledgeable first-point-of-contact service to members via telephone and email.
• Manage Inquiries: Efficiently respond to a variety of member requests, including applications, restaurant reservations, bedroom bookings, and retail inquiries.
• Administer Memberships: Handle membership administration tasks, provide invoices, discuss private hire opportunities, and arrange special occasions.
• Resolve Issues: Take ownership of member queries from initial contact to resolution, collaborating with internal teams for seamless support.
• Enhance Experience: Anticipate member needs and proactively identify opportunities to improve service delivery and processes through initiative and feedback.

The Must-Haves
• Background: Early career professional with experience in luxury hospitality, premium service, or high-end customer-focused environments. Understands the importance of discretion and data protection for handling confidential member information.
• Experience: Demonstrated success in meeting personal and departmental KPIs and SLAs, alongside practical experience using Salesforce or a similar CRM system in a target-driven team environment.
• Skills: Possesses polished verbal and written communication skills in fluent English, exceptional organizational abilities with keen attention to detail, and a proactive, resourceful approach to problem-solving.
• Bonus: Prior use of OpenTable or similar reservation systems, experience in membership-based or loyalty-driven environments, supporting international customers, or working in a remote or hybrid setting.