Support Coordinator – Member Services

🔥 3 minutes ago

🐊 Florida – Remote

🐊 Florida – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

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Soho House & Co

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1995

🤝 B2B

👥 B2C

🧘 Wellness

B2B • B2C • Wellness

Soho House & Co. is a membership organization and collection of private clubs that serve as a creative home for members around the world. With a focus on providing a unique environment, Soho House offers club spaces, restaurants, cinemas, and wellness facilities such as spas and fitness centers. Members gain access to an extensive network of houses worldwide, providing opportunities to connect, relax, and enjoy curated events that reflect the creative industries.

📋 Description

• 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.

🎯 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.