Soho Support Supervisor - Member Services - (Remote - Miami Based)

Beschreibung:

The Role…
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

What We're Looking For…
* 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
Required experience...
* 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.
Preffered
* Background in a luxury hospitality, membership, or high-touch service environment
* Previous experience supporting international customers or working across multiple regions.
* Exposure to seasonal workforce coordination
* Experience working in a remote or hybrid environment.
Additional information…
* 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.
Why work with us...
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 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