Customer Support Supervisor (Hybrid) at OpenTable

<p>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.&nbsp;</p> <p>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.</p> <h3><strong>About the Job</strong></h3> <p>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.</p> <h3><strong>Responsibilities&nbsp;</strong></h3> <ul> <li>Build, coach, and develop a high-performing team of Customer Support Representatives to achieve operational and service quality targets.</li> <li>Foster a collaborative and inclusive team environment centered on continuous learning, performance development, and accountability.</li> <li>Communicate effectively and facilitate engaging presentations to diverse internal and external audiences.</li> <li>Partner with cross-functional peers to identify, establish, and implement standard support methodologies and best practices.</li> <li>Navigate challenging performance conversations constructively while maintaining a supportive and positive team atmosphere.</li> <li>Manage team schedules and resources flexibly to support evolving business and customer needs.</li> </ul> <h3><strong>Minimum Qualifications</strong></h3> <ul> <li>2+ years of supervisory experience in a call center or customer support environment.</li> <li>Proven track record of building, leading, and motivating support teams.</li> <li>Strong analytical thinking and behavioral problem-solving abilities.</li> <li>Foundational knowledge of computer and home networking concepts, including operating systems, web browsers, routers, and modems.</li> <li>Demonstrated ability to manage time effectively and handle multiple priorities simultaneously.</li> </ul> <h3><strong>Preferred Qualifications</strong></h3> <ul> <li>Working knowledge of current Microsoft Windows operating systems (client and server platforms).</li> <li>Proficiency with iOS and Apple hardware environments.</li> <li>Hands-on experience using modern support desk tools, such as Salesforce, Customer Communities, and live chat platforms.</li> <li>Exceptional interpersonal and active listening skills with a strong dedication to customer advocacy.</li> <li>Excellent written and verbal communication skills across formal and informal channels.</li> </ul> <h3><strong>Benefits and Perks</strong></h3> <ul> <li>Work from (almost) anywhere for up to 20 days per year</li> <li>Focus on mental health and well-being:</li> <ul> <li>Company-paid therapy sessions through SpringHealth</li> <li>Company-paid subscription to Headspace</li> </ul> <li>Paid parental leave</li> <li>Generous paid vacation + time off for your birthday</li> <li>Paid volunteer time</li> <li>Focus on your career growth:</li> <ul> <li>Development Dollars</li> <li>Leadership development</li> <li>Access to thousands of on-demand e-learnings</li> </ul> <li>Travel Discounts</li> <li>Employee Resource Groups</li> <li>Christmas Bonus - 30 days</li> <li>20 days of paid time off a year</li> <li>25% vacation premium</li> <li>Private health, dental, and life insurance</li> <li>Monthly social events and happy hours</li> </ul> <p>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.</p> <h3><strong>Work Environment &amp; Flexibility</strong></h3> <p>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.</p> <h3><strong>Inclusion</strong></h3> <p>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.</p> <p>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.</p> <p>#LI-Hybrid</p> <p>#LI-SM1&nbsp;</p>