Support Supervisor – Membership

🔥 14 minutes ago

🗽 New York – Remote

🗽 New York – Remote

💵 $26 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

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Soho House & Co

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1995

🍽️ Food & Beverage

📣 Marketing

✈️ Travel

Food & Beverage • Marketing • Travel

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

• Support a team of 10+ in delivering service excellence to members and prospective members across The Americas • Coach and empower the team, ensuring expert product knowledge, continual training and adherence to Soho Support SLAs • Lead daily allocation and completion of administrative tasks including failed payments, payment chasing, refunds and ACH • Develop existing staff through PDPs and quality monitoring • Track team performance and productivity using Salesforce, Akixi and reporting metrics • Support management with probationary periods, absence, timekeeping, break schedules and holidays • Maintain subject matter expertise on global membership types, pricing structures and strategy • Seek, review and assess customer feedback across all channels • Review and evaluate operational procedures, manuals and onboarding documentation to improve operations • Lead complaint management and resolve difficult member situations efficiently, effectively and creatively • Lead PWK/VIP member and customer contact • Manage daily cases, contact levels, SLAs, triage, ownership and escalations • Manage phone SLAs and shift coverage; remain accountable for SVC percentage

🎯 Requirements

• 3+ years of experience leading a team in a customer service environment • Strong leadership skills • Proven ability to motivate and empower a team • Positive, solution-driven attitude • Ability to reduce high-stress situations • Must be able to seize, grasp, turn and hold objects with hands • Must be able to work on your feet for at least 8 hours • Fast-paced movement between parts of the club • Must be able to move, pull, carry or lift at least 40 pounds • Occasionally kneel, bend, crouch and climb as required

🏖️ Benefits

• Full benefits for full-time employees: Medical, Dental & Vision • Retirement fund with a 2% match • Sick days and vacation days • Domestic or international career progression, managerial or technical • Mentoring, apprenticeship, local outreach and sustainability opportunities through Soho Impact • Internally and externally run learning and development courses • Food and drink trips, trainings and events through Cookhouse & House Tonic • Monthly team events including fitness sessions, cinema screenings and art classes • Substantial free team meal while on duty in Houses & Restaurants