Soho Support Supervisor - Membership (Remote/Miami Based)

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.

• 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 %. 

• 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

• 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.