Support Coordinator – Member Services (Remote – Miami Based)

About the role

Join the Soho Support customer service team as a Member Services Coordinator. You will be the first point of contact for Soho House members visiting our New York and Los Angeles houses, handling a wide range of requests from restaurant reservations to membership invoices.

Key responsibilities

• Provide warm, professional, and knowledgeable service via telephone and email.
• Respond to member queries promptly, meeting departmental SLAs and personal KPIs.
• Deliver proactive, solutions‑focused support, anticipating member needs.
• Manage membership administration, club and restaurant enquiries, and general support across multiple houses.
• Own each query from initial contact through to resolution, ensuring a seamless experience.
• Collaborate with internal teams to resolve issues and improve service delivery.
• Identify process improvement opportunities based on member feedback.

Required profile

• Passion for luxury hospitality and delivering personalised experiences.
• Self‑motivated, solution‑driven and quick to absorb training.
• Polished telephone manner and excellent written communication in English.
• Highly organised with strong attention to detail and multitasking ability.
• Proactive, resourceful, and confident in problem‑solving.
• Results‑oriented, adaptable, resilient and eager to grow.
• Discreet and trustworthy when handling confidential member information.

Required skills

• Experience in luxury hospitality, premium service or high‑end customer‑focused environments.
• Proven track record of meeting or exceeding KPIs and SLAs.
• Experience using Salesforce or a similar CRM system.
• Strong understanding of GDPR and data protection principles.