Soho House & Co.

Serve as first point of contact for member queries, manage bookings and events, handle feedback, update CRM records, and support membership and other departments. | At least 1 year customer-facing experience, proficiency with Salesforce and Open Table, excellent verbal and written English communication, ability to work remotely with good WiFi, and strong customer service orientation. | The Role… This is an exciting time to be joining our customer service team which we call the Soho Support Team (SST), with new house openings across The Americas. As such, the Coordinator will report into the Soho Support Manager for Member Services, and will be responsible for delivering a first class service to our members throughout The Americas, whilst adhering to departmental SLA’s. This role has great growth potential for the right candidate and would suit someone passionate about delivering a great customer experience. Main Duties... • To be an enthusiastic first point of contact for Soho House member queries via telephone and email. Responding to these queries in a timely manner and adhering to the department SLA’s. • Duties including but not limited to • Making restaurant reservations • Booking member events • Sharing information about membership with prospective applicants • Handling member feedback and complaints • Sharing information about the houses, including rules and policies • Liaising with the Houses via internal communication channels • Adhering to department Quality Standards in both written and verbal communication • Use our Salesforce and Open Table database to create, look up and update records for current and potential members.- booking • Supporting Membership Admin team with enquiries • Supporting other departments with information requests etc. • Plus any ad-hoc projects given by the Head of Support / Soho Support Manager Requirements / Qualifications... • At least one year of customer facing experience, preferably in a membership environment. • Experience in working to personal and departmental targets, SLA and KPIs • An enthusiasm for providing first class customer service is a must. • Experience of working with Salesforce/ CRM System and Open Table. • Experience of communicating in a friendly but professional manner in fluent English. • Experience of working in a fast-paced team environment. • Excellent verbal & written communication skills in English. • Will have a passion for customer service and enjoy elevating the customers' experience through knowledge, empathy and attention to detail. • You will have a professional telephone manner and strong written correspondence skills. • IT proficiency including Microsoft Office packages and accuracy in data entry with excellent attention to detail. • Suitable WiFi access and private space to work from home • Highly motivated, adaptable and able to demonstrate a willingness to learn & progress. 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 days + 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.

Lead and support a team of customer service coordinators to deliver excellent member service, manage escalations, conduct training, and ensure adherence to KPIs and SLAs. | 2+ years customer service experience with leadership, strong coaching skills, CRM and ticketing software proficiency, ability to manage escalations, and excellent communication. | The role… Reporting into the Soho Support Manager, Membership – The Americas, as a Team Lead you will be responsible for supporting a team of 15+ based throughout The Americas in delivering service excellence to all our members and prospective members across the regions. 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 and agreed Soho Support SLAs. You will be a key player in supporting the strategy surrounding member self-serve, be an OpenTable and Membership expert. You 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... SUPPORTING LEADERSHIP & TRAINING • Lead by example with excellent time management skills, attitude and attention to detail. • Acts as "voice of the customer" to bring positive change for members and team experience. • Initial point of escalation - triaging accordingly while proactively offering solutions that enhance the member experience. • Train new hires according to company and departmental guidelines and SOPs. • Handle tardy/callouts from coordinators and escalate them to management. • Support with management of all current coordinators on the team. • Reviews team performance by listening to phone calls/assessing cases. • Conduct quality checks for all coordinators including new hires. • Drafting team schedule and publishing post manager approval. • Ability to work weekends and cover for leadership when out of office. PRODUCT KNOWLEDGE • Has a thorough understanding of the Soho Support Quality Standards and conducts Quality Checks regularly. • Support coordinators in the resolution of more complex cases. • "Subject matter expert" and for various campaigns and groups within Membership as well as all membership types and pricing structure/strategy globally. • Demonstrates an advanced understanding of the systems being used. • Regularly review and update the One Stop Shop and Cheat Sheets to ensure all information aligns with current House and Company policies. • Identify knowledge gaps within the team and conduct training sessions to fill them. • Periodically create, review and update existing templates and SOPs. DELIVERING RESULTS • Consistently exceeds KPI of 60 contacts per shift, to maintain the Soho Support agreed SLAs. • Maintains a response time within 8 hours for PWKs/escalations. • Basic understanding of Salesforce reporting. • Productive delivery of additional tasks set by management. ADDITIONAL RESPONSIBILITIES • Monitor queues and ensure that all coordinator productivity adheres to our department KPIs and SLAs. • Identify knowledge gaps within the team and conduct training sessions to fill them in. • Lead the team in delivering magic to members – going above and beyond to develop strong relationships with regular members/PWKs. • Actively support and lead team meetings. • Contribute new ideas for improvements across the team. • Supporting our Projects & Processes Team on the roll out of new features and acting as a lead on ensuring standards are upheld. • Promote positive relations with members and employees by always displaying a polite and professional attitude. • Performing any additional duties as requested by the Management Team. • Undergo any training needed to achieve the above responsibilities Required Skills/Qualifications • Minimum of 2+ years of experience in a customer service environment. • Proven ability to mentor a team of customer service coordinators, demonstrating strong leadership and motivational skills. • Understanding of our processes & procedures, best practices, with a strong focus on customer satisfaction and issue resolution. • Experience in training, coaching, and developing team members to improve performance and team productivity. • Comfortable with performance metrics, KPIs, SLAs and reporting to measure team effectiveness and customer service standards. • Ability to handle complex customer issues and ensure timely and effective resolution. • Experience with CRM systems, ticketing software, and multi-channel customer support platforms (phone, email, chat, social media). • Strong conflict resolution skills and the ability to manage escalations calmly and professionally. • Excellent communication and interpersonal skills, with the ability to collaborate cross-functionally with other departments. • The ability to work in a fast-paced environment while maintaining a positive and supportive team atmosphere. 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 for full time/permanent employees. • Paid Time Off: Full- Time Employees have sick days + vacation days for full time/permanent employees. • 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.