[Hiring] Soho Support Supervisor - Member Services @Soho House & Co.

Role Description

We are seeking a proactive, solutions-oriented Member Services Supervisor to support the day-to-day operations of our customer service team. This is a fully remote role requiring residency in the Miami Beach area, supporting multiple high-profile Houses across New York and Los Angeles, with opportunities to expand scope as the business grows.

This role serves as the primary point of contact for a team of Member Service Coordinators, ensuring consistent delivery of exceptional service standards, fostering team performance, and driving key customer satisfaction metrics.

Key Responsibilities

• Act as the central point of contact and guidance for a growing guest services team.
• Oversee daily team workflows to ensure timely, accurate, and high-quality responses across all customer touchpoints.
• Responsible for driving performance to achieve and exceed key targets, including a 95% answer rate and 4+ CSAT score.
• Provide ongoing coaching, feedback, and support to elevate individual and team performance.
• Support the recruitment and onboarding of new team members, including delivering training, monitoring performance, and ensuring a smooth integration into the team.
• Handle escalated customer inquiries and complaints with professionalism, empathy, and effective resolution strategies.
• Identify opportunities for process improvement and implement creative solutions to enhance efficiency and customer experience.
• Champion and uphold the department’s quality assurance framework, ensuring consistent adherence across the team.
• Serve as deputy leader and liaison for department Director in the absence of the team Manager.
• Serve as a reliable liaison with senior leadership, ensuring clear, concise, and timely communication, particularly in the absence of department leadership.
• Partner with cross-functional stakeholders supporting Houses in New York and Los Angeles.
• Maintain awareness of applicable Miami employment laws and regulations to ensure compliant team practices.

Qualifications

• A self-starter who thrives in a remote, fast-paced environment and takes initiative without constant direction.
• Strong interpersonal and communication skills, with the confidence and professionalism to engage with senior leadership.
• Experience, or comfort, communicating updates, insights, and challenges clearly and efficiently to senior stakeholders.
• Proven experience overseeing team performance, including coaching, feedback delivery, and accountability.
• Demonstrated success in a customer service environment with a strong focus on quality and satisfaction metrics.
• Experience handling complex or escalated customer concerns with professionalism and sound judgment.
• Highly organized with strong attention to detail and the ability to prioritize competing demands.
• A creative thinker who can identify challenges and implement practical, innovative solutions.

Requirements

• Previous experience in a supervisory or team leadership capacity within customer service.
• Basic knowledge of employment practices and regulations in the Miami area.
• Experience working within a luxury hospitality, premium service, or high-end customer-focused environment.
• Familiarity with performance metrics such as response rates, SLAs, and customer satisfaction scoring.
• Experience using Salesforce or a similar CRM system.
• Experience using OpenTable or similar reservation 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.

Benefits

• Fully remote role.
• Strong and stable at-home WiFi required for this role.
• Candidates must be based in the Miami area and available to travel to host onboarding and occasional team days at our Miami Houses.
• While a dedicated home office is not required, you must have access to a quiet, private workspace free from distractions during working hours.
• 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.
• A strong and reliable internet connection is essential to perform effectively in this role.
• All necessary equipment, including a laptop and headset, will be provided by Soho House.

Company Description

Soho House offers competitive compensation packages that feature global benefits and perks. Whether you’re seeking entry-level employment or a new opportunity to expand your profession, we offer training to develop the technical and managerial skills necessary to enhance your career.

• 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 days + 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, 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.