Soho Support Supervisor Membership (Remote New York Based)

The role

Reporting into the Membership Support Manager - North America as supervisor you will be responsible for supporting a team of 10 based in our New York 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.

Main Duties...

• 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 %.

Required Skills/Qualifications

• 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

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 youre 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.
• Cookhouse & House Tonic: Celebrating our passion for food and drink. Check out our monthly calendars and get involved in trips trainings 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.
• Team Meal: Whilst on duty in our Houses & Restaurants you will be provided with a substantial meal free of charge.