Customer Support Supervisor (Hybrid, Mexico City)

OpenTable; Ciudad de México; A distancia; MXN 367,000 - 551,000; Jornada completa

Descripción de la vacante

A leading restaurant technology company in Mexico City is looking for a Tier 2 Customer Support Supervisor. This role involves leading a specialized team, managing escalated customer issues, and ensuring high-quality service. The ideal candidate has supervisory experience in technical support environments and strong analytical skills. This position offers flexible work options and focuses on employee well-being and development.

Servicios

Work from (almost) anywhere for up to 20 days per year

Company-paid therapy sessions through SpringHealth

Generous paid vacation time off for your birthday

Leadership development

Private health, dental, and life insurance

20 days of paid time off a year

Christmas Bonus – 30 days

Formación

• 2 years of supervisory or people leadership experience in a contact center or technical support.
• Experience managing performance, driving results, and coaching for development.
• Ability to translate technical concepts into simple language.

Responsabilidades

• Lead and develop a team of Tier 2 Support Representatives.
• Oversee technical and high-priority customer issues.
• Serve as point of contact for complex cross-functional issues.

Conocimientos

Supervisory experience

Analytical skills

Troubleshooting skills

Technical communication

Herramientas

Salesforce

Jira

Slack

Descripción del empleo

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—team, 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.

About the Role

As a Tier 2 Customer Support Supervisor you’ll lead a specialized team that handles escalated technical and complex customer cases. You’ll help drive high‑quality case resolution, foster collaboration with engineering and account management teams, and coach your team to be problem solvers, advocates and technical communicators. Your role is essential to ensuring both our customers and internal partners feel supported, heard and helped.

In This Role You Will

Lead and Develop a High‑Performing Team

• Build and mentor a team of Tier 2 Support Representatives
• Foster a culture of curiosity, accountability and ownership
• Provide regular coaching, feedback and performance evaluations
• Identify growth opportunities and support career development

Own Escalated Case Handling & Operational Excellence

• Oversee technical and high‑priority customer issues escalated from Tier 1
• Ensure the team meets case SLA, quality and compliance expectations
• Support in crafting Jira tickets and advocate for product improvements
• Partner with Engineering, Product and Account Management for issue resolution

Drive Cross‑Functional Collaboration

• Serve as the point of contact for complex cross‑functional issues
• Communicate clearly with both technical and non‑technical stakeholders
• Set timelines and expectations internally and externally
• Champion process improvements across teams and workflows

Coach for Quality Consistency & Compliance

• Monitor and audit case notes for completeness and clarity
• Uphold OpenTable’s standards for professionalism and hospitality
• Support adherence to policies for scheduling breaks and attendance

Foster a Culture of Learning and Technical Growth

• Participate in and contribute to training programs for both Tier 1 and Tier 2
• Encourage continuous learning and upskilling among your team
• Stay informed on product updates and operational changes

About You

• You lead by example—calm under pressure, curious by nature and passionate about solving problems
• You balance technical thinking with clear, empathetic communication
• You thrive in ambiguity and help others do the same
• You love developing people and take pride in building strong teams

Qualifications

Required

• 2 years of supervisory or people leadership experience, preferably in a contact center or technical support environment
• Proven experience managing performance, driving results and coaching for development
• Strong analytical and troubleshooting skills
• Ability to translate technical concepts into simple, clear language
• Familiarity with support systems like Salesforce, Jira, Slack or similar tools

Nice to Have

• Understanding of network basics, APIs and system integrations
• Experience with cross‑functional collaboration (Product, Engineering, AMs)
• Hospitality or restaurant tech experience

Benefits and Perks>

• Work from (almost) anywhere for up to 20 days per year
• Focus on mental health and well‑being
• Company‑paid therapy sessions through SpringHealth
• Company‑paid subscription to Headspace
• 5 floating holidays
• Paid parental leave
• Generous paid vacation time off for your birthday
• Paid volunteer time
• Focus on your career growth
• Development Dollars
• Leadership development
• Access to thousands of on‑demand e‑learnings
• Travel discounts
• Employee Resource Groups
• Christmas Bonus – 30 days
• 20 days of paid time off a year
• 25% vacation premium
• Private health, dental and life insurance
• Monthly social events and happy hours

Inclusion

We’re committed to creating a workplace where everyone feels they belong and can thrive. We know the best ideas come when we bring different voices to the table, so we’re building a team as dynamic as the diners and restaurants we serve and fostering a culture where everyone feels welcome to be themselves.

Employment Type: Full Time

Vacancy: 1