Customer Support Supervisor
OpenTable, part of Booking Holdings Inc. (NASDAQ: BKNG), is the world's leading provider of online restaurant reservations, seating more than 26 million diners per month via online reservations across more than 52,000 restaurants. The OpenTable network connects restaurants and diners, helping diners discover and book the perfect table and helping restaurants deliver personalized hospitality to keep guests coming back. The OpenTable service enables diners to see which restaurants have available tables, select a restaurant based on verified diner reviews, menus, and other useful information, and easily book a reservation. In addition to the company's website and mobile apps, OpenTable powers online reservations for nearly 600 partners, including many of the Internet's most popular global and local brands. For restaurants, the OpenTable hospitality solutions enable them to run their reservation book, streamline their operations, and improve their service levels. Since its inception in 1998, OpenTable has seated over 1.7 billion diners around the world. OpenTable is headquartered in San Francisco and has bookable restaurants in more than 20 countries, including Australia, Canada, Germany, Ireland, Japan, Mexico, the Netherlands, Spain, United Kingdom and the United States. Restaurants are available for reservations in Dutch, English, French, German, Italian, Japanese, and Spanish languages.
OpenTable is looking for a hands-on leader who is technically savvy and can work well with all levels of our team - including our OpenTable customers. We believe strongly in the importance of team work and collaboration. We recognize hard work and success, and we strive to cultivate an environment of learning, development and FUN!
About The Role:
Build and develop a team of CSRs
Communicate effectively to a variety of audiences
Display exceptional time management and multitasking skills
Hold yourself accountable for your performance as well as that of your team
Work closely with peers to discover standard methodologies
Appropriately facilitate presentations to all audiences
Readily have tough conversations with people while maintaining an overall positive atmosphere
Be flexible to work various schedules based on business needs
Start every single day with energy and enthusiasm even if it takes a few cups of coffee to get there!
Enjoy being a team and customer advocate
Can decipher what’s right for our customers, employees and our company, and will lobby to ensure those needs are met - even if it means digging deep to find creative solutions
Lead by example
Inspiring and motivating others comes naturally to you, and you enjoy seeing others succeed
Love to solve problems
You’re the one your family and friends call when their electronics are acting up, or when they need help getting new devices set up
Flourish with the opportunity to continually grow and improve
Not only receptive to feedback, but actively seek it (then look for ways to implement it)
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 basic computer and home networking terminology (operating systems, browsers, routers, modems, etc)
Working knowledge of current Microsoft Windows operating systems (client and server platforms)
Knowledge of iOS and Apple Hardware
Experience with support desk tools such as Salesforce, Communities, live chat, etc
Excellent interpersonal skills, with a bias towards customer service
Strong communication skills: active listening, writing/ typing, informal communication
As an employee of OpenTable, you will be part of a global network that includes OpenTable and KAYAK's portfolio of metasearch brands including momondo, Cheapflights, Swoodoo, checkfelix and Mundi. Many employees are dedicated to one brand, but we all have the benefit of using each other’s strengths and insights. Together, we’re able to help people experience the world through dining and travel.
OpenTable is proud to be an Equal Employment Opportunity and Affirmative Action Employer M/F/D/V.
Diversity and Inclusion
We aspire to have a workplace that reflects all of the diverse communities we serve. We know that when we have diverse teams we produce more creative ideas, products, and better outcomes for our team members. OpenTable/KAYAK is proud to be an Equal Opportunity Employer, and we welcome and encourage candidates from all backgrounds and experiences to apply for roles on our team. Whoever you are, just be you.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform job responsibilities, and to receive other benefits and privileges of employment. Please contact us to request accommodation.