Customer Support Supervisor - Overnight (London)

NOTE: This role is an overnight shift with the required hours of 3am-12pm BST Tuesday-Saturday.

With millions of diners, tens of thousands of restaurants, and 23+ years of experience, OpenTable, part of Booking Holdings, Inc. (NASDAQ: BKNG), is an industry leader with a unique insight into the world of hospitality. We champion restaurants, bars, wineries, and other venues around the world, helping them attract guests, manage capacity, improve operations and increase revenue.

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 network that includes OpenTable and KAYAK's portfolio of travel brands including Swoodoo, checkfelix, momondo, Cheapflights, Mundi and HotelsCombined.

Hospitality is all about taking care of others, and it defines our culture. You’ll work in a welcoming and inclusive environment, and get the benefits, flexibility, and support you need to succeed.

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!

NOTE: This role is an overnight shift with the required hours of 3am-12pm BST Tuesday-Saturday.

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

About You:

• 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)

Qualifications:

• 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)

Desired Experience:

• 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

• Knowledge of networking protocols (TCP/IP), networking infrastructure, switching and routing is a plus

Requirements:

• During peak times/seasons, we may request that you work some overtime, but we’ll always plan ahead to accommodate schedules as best we can. If a regularly scheduled working day falls on a holiday, you may also be required to work. 

Benefits:

• Vacation: you accrue 33 days for our CSR Team
• One Celebration Day per calendar year
• Private Health & Dental and Life Insurances
• Employee Assistance Program (EAP)
• Pension Fund
• Gym Discount
• Bike2Work
• Season Loan Ticket
• Reimbursable eye tests and 100 GBP contribution towards VDU glasses only
• Perkbox & Booking.com business discounts

Diversity, Equity, and Inclusion

OpenTable aspires to be a workplace that reflects the diverse communities we serve and a culture that is inclusive and welcoming. Hiring people with different backgrounds, experiences, perspectives, and ideas is critical to innovation and to how we deliver great experiences for our users and our partners. Representation matters.

We 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.

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