Soho Support Team Lead – Membership Americas

The role…

Reporting into the Soho Support Manager, Membership – The Americas, as a Team Lead you will be responsible for supporting a team of 15+ based throughout The Americas in delivering service excellence to all our members and prospective members across the regions.

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 and agreed Soho Support SLAs.

You will be a key player in supporting the strategy surrounding member self-serve, be an OpenTable and Membership expert. You 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...

SUPPORTING LEADERSHIP & TRAINING

• Lead by example with excellent time management skills, attitude and attention to detail.
• Acts as “voice of the customer” to bring positive change for members and team experience.
• Initial point of escalation - triaging accordingly while proactively offering solutions that enhance the member experience.
• Train new hires according to company and departmental guidelines and SOPs.
• Handle tardy/callouts from coordinators and escalate them to management.
• Support with management of all current coordinators on the team.
• Reviews team performance by listening to phone calls/assessing cases.
• Conduct quality checks for all coordinators including new hires.
• Drafting team schedule and publishing post manager approval.
• Ability to work weekends and cover for leadership when out of office.

PRODUCT KNOWLEDGE

• Has a thorough understanding of the Soho Support Quality Standards and conducts Quality Checks regularly.
• Support coordinators in the resolution of more complex cases.
• “Subject matter expert” and for various campaigns and groups within Membership as well as all membership types and pricing structure/strategy globally.
• Demonstrates an advanced understanding of the systems being used.
• Regularly review and update the One Stop Shop and Cheat Sheets to ensure all information aligns with current House and Company policies.
• Identify knowledge gaps within the team and conduct training sessions to fill them.
• Periodically create, review and update existing templates and SOPs.

DELIVERING RESULTS

• Consistently exceeds KPI of 60 contacts per shift, to maintain the Soho Support agreed SLAs.
• Maintains a response time within 8 hours for PWKs/escalations.
• Basic understanding of Salesforce reporting.
• Productive delivery of additional tasks set by management.

ADDITIONAL RESPONSIBILITIES

• Monitor queues and ensure that all coordinator productivity adheres to our department KPIs and SLAs.
• Identify knowledge gaps within the team and conduct training sessions to fill them in.
• Lead the team in delivering magic to members – going above and beyond to develop strong relationships with regular members/PWKs.
• Actively support and lead team meetings.
• Contribute new ideas for improvements across the team.
• Supporting our Projects & Processes Team on the roll out of new features and acting as a lead on ensuring standards are upheld.
• Promote positive relations with members and employees by always displaying a polite and professional attitude.
• Performing any additional duties as requested by the Management Team.
• Undergo any training needed to achieve the above responsibilities

Required Skills/Qualifications

• Minimum of 2+ years of experience in a customer service environment.
• Proven ability to mentor a team of customer service coordinators, demonstrating strong leadership and motivational skills.
• Understanding of our processes & procedures, best practices, with a strong focus on customer satisfaction and issue resolution.
• Experience in training, coaching, and developing team members to improve performance and team productivity.
• Comfortable with performance metrics, KPIs, SLAs and reporting to measure team effectiveness and customer service standards.
• Ability to handle complex customer issues and ensure timely and effective resolution.
• Experience with CRM systems, ticketing software, and multi-channel customer support platforms (phone, email, chat, social media).
• Strong conflict resolution skills and the ability to manage escalations calmly and professionally.
• Excellent communication and interpersonal skills, with the ability to collaborate cross-functionally with other departmen