Customer Support Supervisor

About the role

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

• 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.

Requirements

• 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.
• Prior experience working in hospitality, restaurant

Benefits

Additional Information

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.

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