Billing Support Supervisor (Hybrid, London)
Billing Support Supervisor (Hybrid, London)
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Job Description
With millions of diners 60000 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. Youll also be part of a global team that includes our sister brand KAYAK and its portfolio of global metasearch brands. Hospitality is all about taking care of others and it defines our culture.
Billing Support Supervisor
At OpenTable we empower restaurants and diners through technologyand behind the scenes our Billing Support team ensures every transaction runs smoothly. Were hiring a Billing Support Supervisor to coach motivate and grow a high-performing team across NA and EMEA. If you thrive in fast-paced environments love developing people and have a sharp eye for operational accuracy this is your opportunity to make a big impact.
About The Role:
- Provide day-to-day leadership and weekly coaching for Billing Support Specialists.
- Drive team performance in areas such as customer retention payment accuracy and timely collections.
- Monitor and improve KPIs including wait times service levels and abandon rates.
- Oversee daily billing activities including payment processing email and phone support and issue resolution.
- Partner closely with Finance and Collections to ensure accurate and timely billing operations.
- Ensure all work environments maintain PCI compliance and data protection standards.
- Foster a team culture of continuous improvement and professional growth.
- Manage and deliver projects with varying scope and business impact.
- Innovate new processes and procedures to enhance the customer and agent experience.
About You:
- You lead by example and inspire others to succeed.
- You are an advocate for your team and customers balancing empathy with business priorities.
- You thrive in dynamic environments and adapt quickly to change.
- You welcome feedback and act on it to improve yourself and others.
- You take pride in solving complex problems and delivering lasting results.
- You communicate clearly and effectively with internal and external stakeholders.
Qualifications:
- 2-3 years of call center supervisory experience
- Proven success with building leading and motivating a team
- Strong analytical and behavioral problem solving skills
- An understanding of contact center KPIs
Desired Experience:
- Strong analytical and behavioral problem-solving skills
- Demonstrated experience working cross functional with other departments (CSS Finance Field)
- Experience with reporting tools such as Google Sheets Excel Preset and SFDC
- Experience with support desk tools such as Salesforce Communities live chat etc
- Excellent interpersonal skills with a bias towards customer service and retention
Required Experience:
Manager
Employment Type
Full Time
