Job description

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.