Customer Support Supervisor (Hybrid, London)

London, UK

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 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.

About the Role

As a Tier 2 Customer Support Supervisor, you'll lead a specialized team that handles escalated, technical, and complex customer cases. You'll 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 OpenTable’s 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
• Focus on your career growth:
• Access to thousands of on-demand e-learnings
• Travel Discounts
• Employee Resource Groups
• 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
• Free lunch 2 days per week

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.

#LI-BR1

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KAYAK Software Corporation, OpenTable, Inc., their respective subsidiaries and Momondo A/S (together, ‘KAYAK and OpenTable”, “our/we/us”, or “Company”) will process your personal data in accordance with applicable data protection laws for the purposes described in our privacy notice (KAYAK (Germany) /OpenTable (Germany) andKAYAK (All Other Locations) /OpenTable (All Other Locations) ). As part of the application process KAYAK and/or OpenTable may share your personal data across our group of companies, subject to our privacy notice and applicable laws. In order to consider you for new positions, KAYAK and/or OpenTable may keep your personal data for 6 months (within the EU) and 2 years (in all other regions), unless otherwise required by applicable law.

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