At a Glance
- Tasks: Lead and develop a high-performing customer support team in a dynamic environment.
- Company: Join OpenTable, a leader in restaurant technology with a passion for hospitality.
- Benefits: Enjoy flexible working, generous leave, wellness support, and professional development opportunities.
- Other info: Be part of a global team with excellent career growth potential.
- Why this job: Make a real impact by empowering your team to deliver exceptional customer experiences.
- Qualifications: 2+ years of leadership experience and strong analytical skills required.
The predicted salary is between 35000 - 45000 £ per year.
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.
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.
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 works 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 works 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. 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.
- Own operational excellence: Drive team performance across service levels, quality, productivity, customer satisfaction (CSAT), and first‑contact resolution (FCR).
- Use data and tools to run the business: Review individual and team performance data to identify trends, process gaps, and root causes.
- 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.
- Model culture and hospitality: Promote and embody OpenTable's values—Be Bold, Love Numbers, Win as One.
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.
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
- 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
- Access to thousands of on‑demand courses & learning resources
- The extras that make a difference
- Paid parental leave
- Bike2Work & season ticket loan schemes
- Employee Resource Groups & inclusive communities
- Regular socials, Thursday happy hours & free office lunches twice a week
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.
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.
Customer Support Supervisor employer: OpenTable
OpenTable is an exceptional employer that prioritises employee wellbeing and growth, offering flexible working arrangements, generous annual leave, and comprehensive support for mental health. With a vibrant work culture rooted in hospitality, teamwork, and continuous improvement, employees are empowered to make a tangible impact while enjoying numerous benefits such as development funds and inclusive community initiatives. Located in London, the role of Customer Support Supervisor not only provides a chance to lead a high-performing team but also to thrive in a dynamic environment that values collaboration and innovation.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Supervisor
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at OpenTable. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like OpenTable before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Support Supervisor
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to OpenTable:Your cover letter is your chance to shine! Tell us why you want to work at OpenTable specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at OpenTable!
How to prepare for a job interview at OpenTable
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
