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

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.

• →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

• 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

• 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.

• 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.