Soho Support Supervisor - Member Services - (Remote - Miami Based)

Job description

The Role… We are seeking a proactive, solutions-oriented Member Services Supervisor to support the day-to-day operations of our customer service team. This is a fully remote role requiring residency in the Miami Beach area, supporting multiple high-profile Houses across New York and Los Angeles, with opportunities to expand scope as the business grows. This role serves as the primary point of contact for a team of Member Service Coordinators, ensuring consistent delivery of exceptional service standards, fostering team performance, and driving key customer satisfaction metrics. Key Responsibilities…: - Act as the central point of contact and guidance for a growing guest services team - Oversee daily team workflows to ensure timely, accurate, and high-quality responses across all customer touchpoints - Responsible for driving performance to achieve and exceed key targets, including a 95% answer rate and 4+ CSAT score - Provide ongoing coaching, feedback, and support to elevate individual and team performance - Support the recruitment and onboarding of new team members, including delivering training, monitoring performance, and ensuring a smooth integration into the team - Handle esc...