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

Role overview

A Member Services Coordinator serves as the primary point of contact for members of an international private members' club network, handling enquiries by phone and email. Based remotely in the Miami area, the role supports a fast-paced, seven-day operation that spans membership administration, restaurant reservations, event enquiries, and special occasion arrangements across multiple club locations in the United States. It is an entry-level customer service position well suited to someone passionate about luxury hospitality.

Responsibilities

- Deliver polished, attentive service to members by telephone and email, acting as the first point of contact and upholding a premium hospitality standard - Respond to a high volume of varied queries within service-level agreements while consistently meeting individual performance KPIs - Manage requests spanning membership administration, restaurant and club enquiries, billing invoices, and private event or special occasion coordination - Take ownership of each enquiry from initial contact through resolution, partnering with internal teams to ensure a seamless and personalised experience - Proactively anticipate member needs, identify opportunities to elevate service, and share feedback to improve processes across the function

Requirements

- Background in luxury hospitality, premium service, or another high-end, customer-facing environment - Demonstrated track record of meeting or exceeding KPIs and SLAs in a target-driven team setting - Hands-on experience with Salesforce or a comparable CRM platform - Polished verbal manner and excellent written communication skills in fluent English - Solid understanding of GDPR and the importance of handling confidential member data - Highly organised with strong attention to detail and the ability to multitask under pressure

Nice to have

- Familiarity with OpenTable or similar reservation systems - Experience within a membership-based or loyalty-driven organisation - Background supporting international customers across multiple regions - Prior remote or hybrid work experience

Benefits and work setup

- Fully remote position; candidates must reside in the Miami area and be available for occasional in-person team days and onboarding at local club locations - 40 hours per week across a seven-day operation, with rotating shifts scheduled as 9:00 am–6:00 pm, 11:00 am–8:00 pm, or 2:00 pm–11:00 pm - Laptop and headset provided; a quiet, private home workspace with a reliable internet connection is required - Health, dental, and vision coverage plus a retirement fund with employer matching - Paid sick and vacation days - Access to internal and external learning programmes, structured career development pathways, and a regular calendar of team events