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

Soho House & Co. • Miami Beach, FL

1d • Remote

About The Position

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.

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.

Nice To Haves

• 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.

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.

Benefits

• Competitive compensation packages
• Global benefits and perks
• Training to develop technical and managerial skills
• Career Development opportunities (domestic or international, managerial or technical)
• Soho Impact initiatives (mentoring, apprenticeship, local outreach, sustainability)
• Learning & Development: An extensive range of internally and externally run courses

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed