Tier 2 Representative (Hybrid - French and English Speaking)

Job description

With millions of diners, 60,000+ 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 and its portfolio of metasearch brands. Hospitality is all about taking care of others, and it defines our culture. Please note the Tier 2 Representative must have the ability to work the following shift schedule: Wednesday–Sunday, 10:00 AM – 7:00 PM EST, with flexibility as shifts are subject to business needs and may change. This posting is for an existing vacancy. **About the job** As a Tier 2 Representative at OpenTable, you will serve as a key technical contact resolving complex customer issues across phone, chat, and email channels. Acting as a vital bridge between customer support and engineering teams, you will champion customer needs and advocate for continuous product improvements. Your expertise will directly ensure seamless operations for restaurants, venues, and diners worldwide, driving hospitality excellence across our global platform. ***This role is based out of our Montreal office and operates on a hybrid schedule. Employees are expected to work in the office 2 days a week and have the flexibility to work remotely 3 days a week.*** ***Bilingual proficiency with the ability to speak and write fluently in both English and French is required.*** **Responsibilities** - 2+ years of experience in technical customer support or a related client-facing role. - Proven track record of managing and resolving complex technical escalations through phone, chat, or email channels. - Demonstrated experience using issue-tracking and ticketing systems (such as Jira) to document and escalate technical defects. - Ability to work shift schedules (Wednesday–Sunday, 10:00 AM – 7:00 PM EST), with flexibility as shifts are subject to business needs and may change. - Strong written and verbal communication skills with the ability to convey complex technical information clearly to internal and external stakeholders. **Minimum Qualifications** - 2+ years of experience in technical customer support or a related client-facing role. - Bilingual proficiency with the ability to speak and write fluently in both English and French. - Proven track record of managing and resolving complex technical escalations through phone, chat, or email channels. - Demonstrated experience using issue-tracking and ticketing systems (such as Jira) to document and escalate technical defects. - Strong written and verbal communication skills with the ability to convey complex technical information clearly to internal and external stakeholders. - Demonstrated ability to collaborate effectively across departmental teams to achieve timely case resolutions. **Preferred Qualifications** - Experience working in the hospitality, restaurant management, or SaaS technology sectors. - Familiarity with bug tracking, queue management, and root-cause analysis processes. - Experience creating, maintaining, or enhancing customer support training materials and documentation. - Strong cross-functional collaboration skills working directly with engineering and account management teams. **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 - Annual company-wide week off a year - the whole team fully recharges (and returns without a pile-up of work!) - 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 - 20 days of paid time off - Private health and dental insurance - Life and Disability insurance There are a variety of factors that go into determining a salary range, including but not limited to external market benchmark data, geographic location, and years of experience sought/required. The range for this Montreal, Canada located role is $55,000-65,000 CAD. We offer a competitive base salary and benefits including: health benefits; flexible spending account; retirement benefits; life insurance; paid time off (including PTO, paid sick leave, medical leave, bereavement leave, floating holidays and paid holidays); and parental leave benefits. This role is eligible to be considered for an annual bonus. 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