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

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 + 401

K:

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.