Support Supervisor – Membership

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🐊 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

• Responsible for daily task allocation of all administrative tasks such as but not limited to; failed payments, chasing payment, refunds, ACH • Ensuring these are completed in an accurate, timely manner and that the team are well trained to execute with confidence. • Assisting with continual development of existing staff through PDPs and quality monitoring • Track performance & productivity of the team using systems and reporting metrics available to you (Salesforce/Akixi) • Using this information to then support, coach and develop. • Support management with probationary periods, absence, timekeeping, break schedules and holidays in line with People Team policies. • Be fully proficient and a subject matter expert with regards to all membership types and pricing structure/strategy globally. Ensuring team are equipped with most recent information. • Proactively seek, review and assess customer feedback across all channels. • To review and evaluate the operational procedures/manuals including onboarding documentation on a regular basis to instigate any necessary changes to improve operations. • Be an expert in complaint management, by proactively taking charge of any difficult situations in relation to member complaints, ensuring each situation is resolved efficiently, effectively and creatively. Continually leading by example by delivering service excellence at all times. • Take the lead on PWK/VIP member/customer contact • Responsible for daily case management- checking contact levels, maintaining our agreed SLA, triaging and taking ownership and being first point on contact for escalations. • Managing SLA on the phones ensuring adequate shift cover for all opening times. Fully accountable for SVC %.

🎯 Requirements

• 3+ years of experience of leading a team in a customer service environment • Possesses strong leadership skills • Proven ability of motivating and empowering a team • Positive and solution driven attitude • Natural ability to reduce high stress situations

🏖️ 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. • Team Meal: Whilst on duty in our Houses & Restaurants you will be provided with a substantial meal free of charge.