Billing & Retention Specialist — Customer Advocate

OpenTable; México; Hybrid; MXN 300,000 - 420,000; Full time

Benefits offered by this job

Hybrid work model

Private health insurance

Paid time off

Job summary

OpenTable is seeking a Billing Support Specialist based in Mexico to join a high-volume, customer-centric team. In this role you advocate for partners, manage billing cycles, and identify churn risks while maintaining precise financial records across systems.

The position starts with an intensive 8-week in-office training in Mexico, followed by a hybrid schedule requiring in-office presence on Tue–Thu and remote work on other days. Shifts run Mon–Fri 3:00 AM–6:00 PM local time.

Qualifications

• 2+ years of experience in a high-volume customer support or contact center environment.
• Exceptional communication skills with the ability to explain complex financial or accounting concepts in simple, partner-friendly language across phone, email, and live chat channels.
• Demonstrated ability to remain calm, empathetic, and constructive during high-pressure financial conversations and conflict resolution.
• High level of comfort handling sensitive financial data with absolute integrity (must pass a background check/assessment), with complete flexibility to work assigned shifts (Monday–Friday, 3:00 AM – 6:00 PM Local time) and commit to the 8-week in-office training and hybrid schedule.

Responsibilities

• High-Volume Multi-Channel Support: Manage a busy queue of inbound billing inquiries via phone, email, and chat. Deliver "Hospitality-Grade" service that prioritizes clarity, empathy, and speed.
• Conflict Resolution & De-escalation: Act as the front-line problem solver for billing disputes. Use professional empathy and clear communication to navigate financial friction, manage difficult performance issues, and de-escalate partner concerns.
• Revenue Retention & Churn Prevention: Uncover the "why" behind billing inquiries. Use your interactions to identify churn risks, solve account friction, and ensure restaurant partners feel financially secure and respected.
• Collections & Account Management: Execute outreach strategies for past-due accounts, prioritizing relationship retention alongside financial recovery. Negotiate creative payment arrangements to support restaurant longevity and maintain full case ownership through to final resolution.
• Financial Processing & Data Integrity: Process ACH and credit card payments securely in a PCI-compliant manner. Reconcile customer data across systems and execute account adjustments to ensure precise, audit-ready financial record-keeping.
• Operational Efficiency: Navigate multiple systems in real-time during live partner interactions, maintaining accurate and timely documentation in Salesforce and NetSuite.
• Continuous Improvement: Identify patterns in billing errors to recommend internal process improvements. Use forward-thinking skills to identify at-risk accounts and proactively prevent churn.

Job description

OpenTable is seeking a Billing Support Specialist based in Mexico to join a high-volume, customer-centric team. In this role you advocate for partners, manage billing cycles, and identify churn risks while maintaining precise financial records across systems.

The position starts with an intensive 8-week in-office training in Mexico, followed by a hybrid schedule requiring in-office presence on Tue–Thu and remote work on other days. Shifts run Mon–Fri 3:00 AM–6:00 PM local time.