Customer Support Supervisor (Hybrid)

About this role

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