• Deliver time-bound, goal-driven, impactful coaching through a series of video visits focused on behavior change, habit formation, and lifestyle adjustments that support members' health goals and adherence to their care plan. Supplement video visits with personalized, goal-oriented in-app messaging that reinforces progress and maintains continuity between sessions. • Leverage the Hinge Health technology platform to make strategic, effective coaching decisions that drive health goal attainment and meaningful member outcomes. • Collaborate within the care team to ensure a seamless, coordinated member experience and respond to clinician referrals for coaching services. Accurately complete all required processes and updates in the member journey, including video visit notes and clinical escalations. • Build strong relationships and rapport with members. Listen to and adapt to each member's unique circumstances, supporting them in staying accountable to their goals, healthy lifestyle changes, while keeping members focused and engaged within Hinge Health activities. • As the front line of our product and member experience, critically assess our coaching approaches, synthesize and relay member trends, insights and feedback to the Product and Clinical Operations teams.

• Review and analyze contracts, invoice statements, accounts receivable (AR), and accounts payable (AP) documents. • Extract and verify critical financial and contractual information. • Accurately identify, capture, and enter key details from complex financial documents. • Ensure all data is complete, accurate, and properly documented. • Maintain organized, accurate, and up-to-date accounting and contract records. • Support document tracking and record retention processes. • Assist in creating, updating, and maintaining internal procedures and documentation. • Contribute to process improvements that enhance efficiency and accuracy. • Coordinate with team members across different departments and time zones. • Ensure contracts and financial documents are processed, reviewed, and completed without delays or handoff gaps.

• To effectively handle all incoming calls and email enquiries for room reservations for Soho House properties in the Americas, converting enquiries to bookings and in line with mystery shop guidelines. • Accurate data entry, ensuring that all guest records are correctly inputted at all times, without exception. • To be commercially aware and able to offer recommendations on services. Keeping up to date with all promotions and special offers across the business. • To ensure that Soho House reputation is second to none within the industry in terms of customer experience by continually exceeding guest expectation and providing service excellence. • To undergo any training needed to achieve the above responsibilities • To work to agreed KPIs and adhere to company policies and procedures, whilst delivery service excellence in line with the Soho House ethos.

• 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.