Billing Support Supervisor (Hybrid, London)

OpenTable; London; On-site; GBP 40,000 - 55,000; Full time

Job summary

OpenTable is seeking a Billing Support Supervisor to lead a high-performing team across NA and EMEA. This role involves ensuring the operational success of billing operations, enhancing team dynamics, and driving performance metrics. Unique candidates will possess strong analytical skills and a flair for problem-solving in dynamic environments.

Qualifications

• 2-3 years of call center supervisory experience is required.
• Proven success in building and leading a team.
• Understanding of contact center KPIs is important.

Responsibilities

• Provide day-to-day leadership and coaching for Billing Support Specialists.
• Drive team performance related to customer retention and payment accuracy.
• Oversee daily operations including payment processing and issue resolution.

Skills

Analytical skills

Problem-solving skills

Interpersonal skills

Tools

Google Sheets

Excel

Salesforce

Job description

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.

Billing Support Supervisor

At OpenTable, we empower restaurants and diners through technology—and behind the scenes, our Billing Support team ensures every transaction runs smoothly. We’re hiring a Billing Support Supervisor to coach, motivate, and grow a high-performing team across NA and EMEA. If you thrive in fast-paced environments, love developing people, and have a sharp eye for operational accuracy, this is your opportunity to make a big impact.

About The Role:

• Provide day-to-day leadership and weekly coaching for Billing Support Specialists.
• Drive team performance in areas such as customer retention, payment accuracy, and timely collections.
• Monitor and improve KPIs including wait times, service levels, and abandon rates.
• Oversee daily billing activities including payment processing, email and phone support, and issue resolution.
• Partner closely with Finance and Collections to ensure accurate and timely billing operations.
• Ensure all work environments maintain PCI compliance and data protection standards.
• Foster a team culture of continuous improvement and professional growth.
• Manage and deliver projects with varying scope and business impact.
• Innovate new processes and procedures to enhance the customer and agent experience.

About You:

• You lead by example and inspire others to succeed.
• You are an advocate for your team and customers, balancing empathy with business priorities.
• You thrive in dynamic environments and adapt quickly to change.
• You welcome feedback and act on it to improve yourself and others.
• You take pride in solving complex problems and delivering lasting results.
• You communicate clearly and effectively with internal and external stakeholders.

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 contact center KPIs

Desired Experience:

• Strong analytical and behavioral problem-solving skills
• Demonstrated experience working cross functional with other departments (CSS, Finance, Field)
• Experience with reporting tools such as Google Sheets, Excel, Preset and SFDC
• Experience with support desk tools such as Salesforce, Communities, live chat, etc
• Excellent interpersonal skills, with a bias towards customer service and retention