Soho Support Coordinator - Member Services - (Remote - Miami Based & Seasonal)

The Role

This is an exciting time to be joining our Soho Support guest service team. We are a global function, supporting members with all their needs, from application enquiries, restaurant reservations, bedroom bookings and Soho Home retail enquiries.

Soho Support Member Services serves as the first point of contact to members looking to visit our Houses in New York and Los Angeles. The role is fast-paced and diverse, tasks can range from booking restaurant reservations to providing membership invoices, discussing private hire opportunities in our houses, and going the extra mile arranging special occasions.

Key responsibilities

• Act as a warm, professional, and knowledgeable first point of contact for Soho House members, delivering exceptional service via telephone and email.
• Respond to all member queries in a timely and efficient manner, consistently meeting or exceeding departmental SLAs and personal performance KPIs.
• Deliver a proactive, solutions-focused service to a diverse global membership, anticipating needs and enhancing the overall member experience.
• Manage a variety of requests including membership administration, club and restaurant enquiries, and general support across our Houses in New York and Los Angeles.
• 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 continuously improve service delivery.
• Identify opportunities to improve processes and member experience through initiative and feedback.

What We're Looking For

• A genuine passion for luxury hospitality and delivering elevated, personalised customer experiences.
• Self-motivated and solution driven, with the ability to absorb training materials quickly and demonstrate initiative
• A natural communicator with a polished and professional telephone manner, alongside excellent written communication skills.
• Highly organised with exceptional attention to detail and the ability to multitask in a fast-paced environment.
• Proactive and resourceful, with a strong sense of ownership and the confidence to take initiative in problem-solving.
• Results-driven, with a clear understanding of working towards and achieving individual and team KPIs.
• Adaptable, resilient, and motivated, with a strong desire to learn, grow, and progress within the business.
• Discreet and trustworthy, with a clear understanding of the importance of handling confidential member information.

Your experience

Required

• Experience working within a luxury hospitality, premium service, or high-end customer-focused environment.
• 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.
• Excellent verbal and written communication skills in fluent English.
• Solid understanding of GDPR and the importance of data protection.

Preferred

• 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.

Additional information

• This is a remote, entry-level position.
• Able to commit to the full duration of a 6-month seasonal contract.
• While a dedicated home office is not required, you must have access to a quiet, private workspace free from distractions during working hours.
• A strong and reliable internet connection is essential to perform effectively in this role.
• This role requires working 40 hours per week across a 7-day operation, with varied shifts scheduled as 9:00 am-6:00 pm, 11:00 am-8:00 pm, or 2:00 pm-11:00 pm.
• Candidates must be based in the Miami area and available to travel for onboarding and occasional team days at our Miami Houses.
• All necessary equipment, including a laptop and headset, will be provided by Soho House