Soho House is a place for our diverse membership to connect, grow, have fun, and make an impact.
Support Coordinator – Member Services
Location
Florida
Posted
3 days ago
Salary
0
Seniority
Senior
Job Description
Support Coordinator – Member Services
Soho House & Co
• 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.
Job Requirements
- 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.
Benefits
- Health Care + 401K: Full time employees are eligible for full benefits; Medical, Dental & Vision as well as Retirement fund with a 2% match
- Paid Time Off: Full- Time Employees have sick day's + vacation days
- Career Development: Soho House can progress your career domestically or internationally as well as managerially or technically
- Soho Impact: Empowering the Soho House Community to make positive change, through mentoring, apprenticeship, local outreach and sustainability
- Learning & Development: An extensive range of internally and externally run courses are available for all employees.
- Cookhouse & House Tonic: Celebrating our passion for food and drink. Check out our monthly calendars and get involved in trips, training's and events. Available to all.
- Team Events: From fitness sessions to cinema screenings and art classes, each month we hold a series of fun events which you can sign up to.
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