Customer Support Supervisor (Hybrid, London)
1 month ago
London
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. 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. 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, • 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, • 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, • Monitor and audit case notes for completeness and clarity, • Uphold OpenTables standards for professionalism and hospitality, • 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, • 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, • 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, • Understanding of network basics APIs and system integrations, • Experience with cross-functional collaboration (Product Engineering AMs), • 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, • 5 weeks paid vacation, • Private health & dental insurance, • Income protection and life assurance, • Employee Assistance Program - including 24/7 GP & free legal advice, • Pension plan contributions, • Discounted gym membership, • Bike2Work, • Season ticket loan, • Social events & Thursday happy hours 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 adjustmentsduring the application or interview process or on the job were here to support you. Please reach out to your recruiter to request any accommodations. #LI-BR1 Required Experience: Manager Key Skills Design Engineering,Baan,Customer Service,Fund Management,ABAP,Elevator Employment Type : Full Time Experience: years Vacancy: 1