Customer Support Supervisor (Hybrid, Mexico City)

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 and its portfolio of metasearch brands. Hospitality is all about taking care of others and it defines our culture.

About the Role

As a Tier 2 Customer Support Supervisor youll lead a specialized team that handles escalated technical and complex customer cases. Youll help drive high-quality case resolution foster collaboration with engineering and account management teams and coach your team to be problem solvers advocates and technical communicators. Your role is essential to ensuring both our customers and internal partners feel supported heard and helped.

In This Role You Will

Lead and Develop a High-Performing Team

• Build and mentor a team of Tier 2 Support Representatives
• Foster a culture of curiosity accountability and ownership
• Provide regular coaching feedback and performance evaluations
• Identify growth opportunities and support career development

Own Escalated Case Handling & Operational Excellence

• Oversee technical and high-priority customer issues escalated from Tier 1
• Ensure the team meets case SLA quality and compliance expectations
• Support in the crafting of Jira tickets helping advocate for product improvements
• Partner with Engineering Product and Account Management for issue resolution

Drive Cross-Functional Collaboration

• Serve as the point of contact for complex cross-functional issues
• Communicate clearly with both technical and non-technical stakeholders
• Set timelines and expectations internally and externally
• Champion process improvements across teams and workflows

Coach for Quality Consistency & Compliance

• Monitor and audit case notes for completeness and clarity
• Uphold OpenTables standards for professionalism and hospitality
• Support adherence to policies for scheduling breaks and attendance

Foster a Culture of Learning and Technical Growth

• Participate in and contribute to training programs for both Tier 1 and Tier 2
• Encourage continuous learning and upskilling among your team
• Stay informed on product updates and operational changes

About You

• You lead by example - calm under pressure curious by nature and passionate about solving problems
• You balance technical thinking with clear empathetic communication
• You thrive in ambiguity and help others do the same
• You love developing people and take pride in building strong teams

Qualifications

Required:

• 2 years of supervisory or people leadership experience preferably in a contact center or technical support environment
• Proven experience managing performance driving results and coaching for development
• Strong analytical and troubleshooting skills
• Ability to translate technical concepts into simple clear language
• Familiarity with support systems like Salesforce Jira Slack or similar tools

Nice to Have:

• Understanding of network basics APIs and system integrations
• Experience with cross-functional collaboration (Product Engineering AMs)
• Hospitality or restaurant tech experience

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
• 5 floating holidays
• 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

Inclusion

Were 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 were building a team as dynamic as the diners and restaurants we serveand fostering a culture where everyone feels welcome to be themselves.

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