Soho Support Supervisor - Member Services - (Remote - Miami Based)
hace 7 días
Miami Beach
Job Description 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, • 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., • 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, • 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. 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.