Customer Support Supervisor

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 job

We are hiring a Customer Support Supervisor to lead coach and develop a high-performing frontline support team in a multi-channel contact center environment. This is a hands-on leadership role for a data-driven action-oriented operator who values teamwork and this position you will build a culture of accountability curiosity and continuous improvement while helping deliver an exceptional customer experience. Evolving from a traditional reactive cost center into a Frictionless Hospitality Engine you will serve as a guide and mentor empowering your team to solve complex problems and drive operational excellence at scale all while cultivating a welcoming inclusive and psychologically safe environment.

Working Hours:

• Our UK Customer Support function operates from 07:00 - 20:00 7 days a week 365 days a year.
• Our Customer Support Supervisor work 5 days a week working 8.5 hour shifts (including break time) - the earliest shift is 07:00 - 15:30 & the latest is 11:30 - 20:00.
• Once you join youd be assigned a set shift so its important to be fully flexible with the days & times you can work.
• The team work 3 days a week in the London office (Tues Weds & Thurs)
• Youll be required to work public holidays & on weekends too (usually Saturday orSunday)

Start Date:

• The intended start date is Monday 17th August 2026 the following 5 weeks will be for training.
• Training is Monday - Friday 09:00 - 18:00in the London office.
• Successful candidates must attend all days of training for the 5 weeks.

Responsibilities

• Lead and develop a high-performing team: Lead coach and develop a team of customer support representatives through regular feedback structured performance reviews and career growth conversations. Embody a Guide mindset to foster self-correction critical thinking and autonomy rather than micromanaging or simply fixing symptoms.
• Own operational excellence: Drive team performance across service levels quality productivity customer satisfaction (CSAT) and first-contact resolution (FCR). Maintain clean queues manage ticket workflows minimize inefficiencies (such as bucket time misuse) and partner with Workforce Management on staffing scheduling adherence and time utilization.
• Use data and tools to run the business: Review individual and team performance data to identify trends process gaps and root causes. Leverage tools such as Salesforce Zendesk Preset/Superset dashboards Google Sheets and AI-powered solutions (e.g. LevelAI) to surface coaching opportunities remove friction and build measurable action plans.
• Partner across teams and lead through change: Collaborate cross-functionally with partners including Quality Enablement WFM Product Engineering and Account Management to resolve systemic issues and improve the overall customer and agent experience. Act as an escalation point for complex sensitive or high-priority customer issues communicating clearly with both technical and non-technical stakeholders.
• Model culture and hospitality: Promote and embody OpenTables valuesBe Bold Love Numbers Win as One. Create an inclusive respectful environment where team members feel supported and challenged to grow ensuring all policies and performance standards are applied fairly and consistently.

Minimum Qualifications

• 2 years of supervisory or people leadership experience ideally in a contact center customer support or operations environment.
• Proven success managing performance driving team accountability and coaching individual and team developmental outcomes.
• Strong analytical troubleshooting and problem-solving skills with a demonstrated ability to turn metrics and data insights into actionable improvements.
• Excellent written and verbal communication skills with the ability to translate complex or technical concepts into clear simple language for varied audiences.
• Experience with support desk systems CRM and reporting tools such as Salesforce Zendesk Google Sheets Slack Jira or similar operations systems.
• Flexibility to work assigned morning evening and weekend shifts within a contact center operating rhythm alongside maintaining required hybrid in-office schedules.

Preferred Qualifications

• Prior experience working in hospitality restaurant technology SaaS support or technical support environments.
• Demonstrated ability or strong appetite to leverage AI-enabled tools automation and copilots to monitor quality spot trends and streamline recurring workflows.
• Experience leading distributed multi-region or global support teams.
• Familiarity with workforce management (WFM) planning telephony/contact center platforms and learning management systems (LMS) or training frameworks.

What Youll Get at OpenTable

We believe great work happens when people feel trusted supported & excited about what they do so we offer benefits designed to support your life wellbeing & growth.

Flexibility that actually feels flexible

• Work from (almost) anywhere for up to 20 days per year
• Generous annual leave plus your birthday off

Support for your wellbeing

• Private health & dental insurance
• Company-paid therapy through Spring Health
• A Headspace subscription
• An Employee Assistance Programme with 24/7 GP access legal support & more
• Income protection & life assurance
• Discounted gym membership

Investment in your growth

• Development Dollars to support your learning
• Leadership development opportunities
• Access to thousands of on-demand courses & learning resources

The extras that make a difference

• Paid volunteer days
• Paid parental leave
• Competitive pension contributions
• Bike2Work & season ticket loan schemes
• Travel discounts
• Employee Resource Groups & inclusive communities
• Regular socials Thursday happy hours &free office lunches twice a week

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

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.

If you need accommodations during the application or interview process or on the job were here to support you. Please reach out to your recruiter to request any accommodations.