Soho Support Team Leader

Soho House

  • Soho, Central London
  • Permanent
  • Full-time
  • 1 month ago
The Role...As our new Soho Support Team Leader, you'll be at the forefront of driving service excellence and team performance. Working closely with the Senior Soho Support Manager, you'll oversee daily operations, manage a dynamic support team, and ensure that our members receive timely, effective, and empathetic support.Key Responsibilities
  • Lead and develop a high-performing team, setting and monitoring performance goals
  • Handle escalated and complex member issues, acting as a key point of contact
  • Design and deliver training sessions that grow customer care and product knowledge
  • Monitor key metrics (including SLA and quality) to ensure outstanding service
  • Contribute to continuous improvement by analyzing trends and member feedback
  • Collaborate cross-functionally to elevate the member experience
  • Support recruitment, onboarding, and professional development initiatives
  • Champion company policies and ensure adherence across the team
What We're Looking For
  • Proven experience in a customer support leadership role
  • Strong problem-solving skills and a calm, solution-oriented mindset
  • Excellent communication and coaching abilities
  • A proactive and collaborative approach to process and team improvement
  • Familiarity with support platforms and performance tracking tools
  • Passion for customer service and team development
Benefits…Soho House offers competitive compensation packages that feature global benefits and perks. Whether you're seeking entry-level employment or a new opportunity to expand your profession, we offer training to develop the technical and managerial skills necessary to grow your career.
  • Soho Friends Membership - House Membership After 1 Years Service.
  • 50% off Food & Drink, 7 days a week
  • Staff Room Rates
  • Private Health and Dental Care
  • Weekly Pay
  • Life Assurance
  • Up to 50% Staff Discount on Cowshed & Soho Home
  • In Office Dog Policy
  • Season Ticket Loan
  • In conjunction with Soho Impact, take 2 days paid a year to support a charity of your choice.
  • Free Counselling Sessions
  • Cookhouse & House Tonic: Our Cookhouse & House Tonic programmes offer unique food and drink trainings, events and opportunities to inspire and educate.
  • Continuous training to develop yourself personally and professionally
  • Exclusive access to our benefits platform with hundreds of discounts on shopping, gym memberships, holidays, insurance and much more
  • Team Events: From fitness sessions to cinema screenings and art classes, each month we hold a series of fun events which you can sign up to.

Soho House