Soho Support Coordinator - Member Services - (Remote - Miami Based & Seasonal)

About this role

The Role… This is an exciting time to be joining our Soho Support guest service team. We are a global function, supporting members with all their needs, from application enquiries, restaurant reservations, bedroom bookings and Soho Home retail enquiries. Soho Support Member Services serves as the first point of contact to members looking to visit our Houses in New York and Los Angeles. The role is fast-paced and diverse, tasks can range from booking restaurant reservations to providing membership invoices, discussing private hire opportunities in our houses, and going the extra mile arranging special occasions.

Key responsibilities… Act as a warm, professional, and knowledgeable first point of contact for Soho House members, delivering exceptional service via telephone and email. Respond to all member queries in a timely and efficient manner, consistently meeting or exceeding departmental SLAs and personal performance KPIs. Deliver a proactive, solutions-focused service to a diverse global membership, anticipating needs and enhancing the overall member experience.

Manage a variety of requests including membership administration, club and restaurant enquiries, and general support across our Houses in New York and Los Angeles. Take ownership of member queries from initial contact through to resolution, ensuring a seamless and personalised experience. Collaborate effectively with internal teams and support departments to resolve issues and continuously improve service delivery. Identify opportunities to improve processes and member experience through initiative and feedback.

What We’re Looking For… A genuine passion for luxury hospitality and delivering elevated, personalised customer experiences. Self-motivated and solution driven, with the ability to absorb training materials quickly and demonstrate initiative A natural communicator with a polished and professional telephone manner, alongside excellent written communication skills. Highly organised with exceptional attention to detail and the ability to multitask in a fast-paced environment.