Customer Support Supervisor
About this role
With millions of diners, 60,000+ 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 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 collaboration. In 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, you'd be assigned a set shift, so it's 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)
You'll be required to work public holidays & on weekends too (usually Saturday or Sunday)
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 - 18:00 in 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 OpenTable's values—Be 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 You’ll 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
- 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.