Luke Mohan
Support Team Lead @Soho House & Co
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WORK HISTORY
Support Team Lead @Soho House & Co
London, GB
Lead daily operations for a high-performing support team, monitoring SLAs and quality metrics to ensure premium service delivery- Act as the primary escalation point for complex and sensitive member issues, resolving cases with empathy and efficiency- Design and deliver training to improve onboarding, product knowledge, and service standards- Analyse member feedback and support trends to identify issues and implement continuous process improvements- Collaborate cross-functionally with Membership, Events, and Operations to enhance the end-to-end member experience- Support recruitment, onboarding, and development initiatives to build a motivated, high-performing team- Pioneered the launch of Soho One, Soho House’s private concierge service, supporting the trial, member adoption, and early growth of the product.
EDUCATION
Chestnut Grove Academy
A-Levels
Fitness Focus UK
Active IQ Level 3 Personal Trainer
University of Reading
Bachelor of Science - BS
ABOUT LUKE MOHAN
Diligent Fitness Professional and Psychology Graduate, looking for growth and development in CRM. Eager to join to become part of a new exciting team. Skilled in communication, adaptability and client engagement.
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