Member Support Team Lead — Service Excellence & Coaching

Soho House & Co.; New York (NY); Remote; USD 29,550,000 - 42,086,000; Full time

Benefits offered by this job

Health Care + 401K

Paid Time Off

Career Development

Soho Impact

Learning & Development

Cookhouse & House Tonic

Team Events

Team Meal

Job summary

Soho House & Co. in New York is seeking a Supervisor to lead a 10+ member Membership Support team in the North America region.

You will coach, train, and empower the team to deliver service excellence to members and prospective members across The Americas, while maintaining Soho Support SLAs and expert product knowledge. The role focuses on self-serve strategy, pricing knowledge, and handling escalations with a proactive, energetic approach.

Qualifications

• 3+ years of experience leading a team in a customer service environment.
• Proven ability to motivate and empower a team.
• Strong leadership skills and a positive, solution-driven attitude.
• Experience coaching and developing staff through PDPs and quality monitoring.
• Comfort with tracking performance and productivity using systems and reporting metrics (Salesforce/Akixi).
• Expertise in managing member complaints and ensuring SLA adherence.

Responsibilities

• Responsible for daily task allocation of all admin tasks (failed payments, refunds, ACH).
• Ensure tasks are completed accurately and timeliness; train the team to execute with confidence.
• Assist with staff development through PDPs and quality monitoring.
• Track performance and productivity using reporting metrics; support management with probationary periods and attendance policies.
• Be a subject-matter expert on all membership types and pricing globally; keep team informed.
• Proactively review customer feedback across channels and improve procedures.

Skills

Leadership

Team coaching

Customer service

Performance tracking

SLA adherence

Conflict resolution

Tools

Salesforce

Akixi

Job description

Soho House & Co. in New York is seeking a Supervisor to lead a 10+ member Membership Support team in the North America region.

You will coach, train, and empower the team to deliver service excellence to members and prospective members across The Americas, while maintaining Soho Support SLAs and expert product knowledge. The role focuses on self-serve strategy, pricing knowledge, and handling escalations with a proactive, energetic approach.