Customer Support Representative (Hybrid - Mexico City)

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 its portfolio of metasearch brands. Hospitality is all about taking care of others, and it defines our culture.

OpenTable is growing quickly so come join us and participate in the excitement! The most important thing you can bring to this role is a real passion for helping people. While there is some technical nature to the role, if you have an interest in connecting to people and the skills for logical thinking, we can teach you the rest. If you come with some computer networking or technical knowledge, even better.

The goal is not to get the customer off the phone as fast as possible (unless that’s what the customer wants). We expect you to go out of your way to not only fix the problem, but have the customer finish the conversation with a smile and with restored faith in OpenTable. Our global customer base is diverse so you’ll need to be able to adapt to their various styles accordingly. You will become our best marketing tool, and will help foster a prosperous relationship with both customers!

Please note we can only consider candidates who are able to speak and write Spanish and English.

In this role you will:

Report to the Customer Support Supervisor, our Customer Support Representatives will be responsible for providing support to our customers, answering complex questions on function and usage of products via telephone, email and/or Internet. This person will be the primary contact for our large customer base in North America as well as for OpenTable customers worldwide with the goal of providing excellent service. (How cool that you might get to talk to someone in Australia?)

• Answer customer and employee calls, emails, chats, community posts (and any future form of contact we may come up with)

• Provide outstanding service 

• Know your limitations and when you should ask for assistance

• Own the resolution to the problem; don’t leave the customer hanging

• Accurately and efficiently log all contacts in our CRM (Salesforce)

Shift Information:

Shifts will begin typically no earlier than 4:00 pm ET and no later than 6:00 pm ET, so overnight work will be required. 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, at an increased hourly rate.

Please Apply if:

• You have an interest (or background) in the restaurant or hospitality industry (It’s certainly not mandatory, but we do appreciate any proven experience)

• You start every single day with energy and enthusiasm (even if it takes a few cups of coffee to get there)

• You have the natural ability to know what’s right for the customers and our company, and will lobby to ensure both needs are met - even if it means digging deep to find creative solutions

• You love to tackle problems

• You speak both fluent English and Spanish. You will be required to speak regularly with our Spanish speaking customers. You must also be able to write in English and Spanish for Digital communications.

• 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

• Value your integrity, and respect the trust our customers place in OpenTable’s products/ brands and would never lie to our clients just to make them happy

• You enjoy the flexibility and challenges that come with a script free environment

• You use your experience and personality to provide excellent service

• You are not only receptive to feedback, but you actively seek it, and look for ways to implement it

Experience Needed:

• Excellent social skills, with a bias towards customer service

• You have Strong communication skills: active listening, writing/typing, informal communications

• Restaurant/ hospitality experience (or even just being a “foodie”) preferred

• You have 1+ year’ experience providing customer support, by phone, email, chat, preferably in a software support environment

• Have experience using current Microsoft Windows and Apple operating systems

• You hold knowledge of iOS and Apple Hardware

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
• Company-wide week off a year - the whole team fully recharges (and returns without a pile-up of work!)
• 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.

If you need accommodations during the application or interview process, or on the job, we’re here to support you. Please reach out to your recruiter to request any accommodations.