Customer Support Supervisor (Hybrid)

Job description

With millions of diners, 70,000+ restaurant partners and 25+ years of experience, OpenTable, part of Booking Holdings, Inc. (NASDAQ: BKNG), is an industry leader with a passion for helping restaurants thrive. Our world-class technology empowers restaurants to focus on what matters most – their team, their guests, and their bottom line – while enabling diners to discover and book the perfect restaurant for every occasion. Every employee at OpenTable has a tangible impact on what we do and how we do it. You’ll also be part of a global team that includes its portfolio of metasearch brands. Hospitality is all about taking care of others, and it defines our culture. ### **About the Job** As a Customer Support Supervisor, you will lead and empower a dedicated team of Customer Support Representatives to deliver exceptional service across OpenTable's global restaurant and diner network. You will drive operational excellence, foster team development, and champion customer advocacy in a collaborative, fast-paced environment. By partnering closely with peers across the business, you will elevate support quality and ensure our partners and diners receive seamless hospitality solutions. ### **Responsibilities** - Build, coach, and develop a high-performing team of Customer Support Representatives to achieve operational and service quality targets. - Foster a collaborative and inclusive team environment centered on continuous learning, performance development, and accountability. - Communicate effectively and facilitate engaging presentations to diverse internal and external audiences. - Partner with cross-functional peers to identify, establish, and implement standard support methodologies and best practices. - Navigate challenging performance conversations constructively while maintaining a supportive and positive team atmosphere. - Manage team schedules and resources flexibly to support evolving business and customer needs. ### **Minimum Qualifications** - 2+ years of supervisory experience in a call center or customer support environment. - Proven track record of building, leading, and motivating support teams. - Strong analytical thinking and behavioral problem-solving abilities. - Foundational knowledge of computer and home networking concepts, including operating systems, web browsers, routers, and modems. - Demonstrated ability to manage time effectively and handle multiple priorities simultaneously. ### **Preferred Qualifications** - Working knowledge of current Microsoft Windows operating systems (client and server platforms). - Proficiency with iOS and Apple hardware environments. - Hands-on experience using modern support desk tools, such as Salesforce, Customer Communities, and live chat platforms. - Exceptional interpersonal and active listening skills with a strong dedication to customer advocacy. - Excellent written and verbal communication skills across formal and informal channels. ### **Benefits and Perks** - Work from (almost) anywhere for up to 20 days per year - Focus on mental health and well-being: - Company-paid therapy sessions through SpringHealth - Company-paid subscription to Headspace - Paid parental leave - Generous paid vacation + time off for your birthday - Paid volunteer time - Focus on your career growth: - Development Dollars - Leadership development - Access to thousands of on-demand e-learnings - Travel Discounts - Employee Resource Groups - Christmas Bonus - 30 days - 20 days of paid time off a year - 25% vacation premium - Private health, dental, and life insurance - Monthly social events and happy hours The best connections happen face-to-face, whether you’re sitting down to dinner or having coffee with a coworker. That’s why OpenTable has adopted a hybrid workplace model. This role aligns with that approach, with an expectation of coming into the office two days a week—giving employees the best of both worlds: in-person collaboration and flexibility. ### **Work Environment & Flexibility** At OpenTable, we pride ourselves on fostering a global and dynamic work environment. As a team member with us, you will benefit from a schedule tailored to accommodate a global workforce operating across multiple time zones. While the majority of your responsibilities may align with conventional business hours, there will be instances where you are expected to manage communications - via calls, Slack messages, or emails - outside of regular working hours to effectively collaborate with international colleagues, respond to restaurant partners, and/or address urgent matters. OpenTable will always abide by and consider local laws and regulations. ### **Inclusion** We’re committed to creating a workplace where everyone feels they belong and can thrive. We know the best ideas come when we bring different voices to the table, so we're building a team as dynamic as the diners and restaurants we serve—and fostering a culture where everyone feels welcome to be themselves. If you need accommodations during the application or interview process, or on the job, we’re here to support you. Please reach out to your recruiter to request any accommodations. #LI-Hybrid #LI-SM1