The role…
Reporting into the Membership Support Manager - North America, as supervisor you will be responsible for supporting a team of 10+ based in our Miami Support Office in delivering service excellence to all of our members and prospective members across The Americas. You will ensure we are consistently providing an excellent experience to our members and customers by coaching and empowering our team, ensuring all are equipped with expert product knowledge, provided continual training and work in line with the Soho House ethos, to agreed Soho Support SLAs. You will be a key player in supporting the strategy surrounding member self-serve, an Open Table and Membership expert and will lead by example, with an energetic, positive and solution driven attitude with regards to managing your team, our members and all tasks.
Main Duties...
- 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 %.
Required Skills/Qualifications
- 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
Physical Requirements
- 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 movements are required to go from one part of the club to others.
- Must be able to move, pull, carry, or lift at least 40 pounds.
- Occasionally kneel, bend, crouch and climb as required.
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.
- Team Meal: Whilst on duty in our Houses & Restaurants you will be provided with a substantial meal free of charge.
Skills Required
- 3+ years of experience leading a team in a customer service environment
- Strong leadership skills
- Proven ability to motivate and empower a team
- Positive and solution driven attitude
- Natural ability to reduce high stress situations
- Be fully proficient and subject matter expert on membership types and global pricing structure/strategy
- Proficiency using systems and reporting metrics (Salesforce, Akixi)
- Ability to seize, grasp, turn and hold objects with hands
- Ability to work on your feet for at least 8 hours
- Ability to perform fast paced movements around the club
- Ability to move, pull, carry, or lift at least 40 pounds
- Occasionally kneel, bend, crouch and climb as required
What We Do
Soho House & Co. operates a global membership platform of physical and digital spaces, including members' clubs, restaurants, hotels, and cinemas, catering to those in the film, media, fashion, and creative industries. It connects members worldwide to work, socialize, create, and drive positive change, offering food and beverage, accommodation, and spa services.
