{"id":3373415,"url":"https://alion.io/job/opentable-billing-support-specialist","title":"Billing Support Specialist","company":{"id":450225,"name":"OpenTable","domain":"opentable.com","url":"https://alion.io/company/opentable-5","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":91,"open_postings":14,"ghost_share":0,"stale_share":0.357,"repost_share":0,"time_to_fill_p50_days":43,"computed_at":"2026-10-30T05:48:23Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Mexico City, Mexico"],"countries":["MX"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Salesforce","optional":false}],"status":"live","first_seen_at":"2026-10-28T00:02:24Z","employer_posted_date":"2026-10-28","last_verified_at":"2026-10-30T06:34:08Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"With millions of diners, 70,000+ 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. \nEvery 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.\nAbout the job\nAt OpenTable, we are seeking a Billing Support Specialist based in Mexico to join our team in a hybrid capacity. In this role, you are first and foremost a customer advocate. While you will manage billing cycles, your core mission is to protect our partner relationships. This is a high-volume, fast-paced contact center role where you will turn complex financial disputes into opportunities for retention. You aren't just processing payments; you are an analyst of our partner accounts. You will proactively look for churn risks and understand how your resolutions directly influence our retention goals and business outcomes.\nTo set you up for absolute success, this position begins with an intensive, mandatory 8-week, 5-day-per-week in-office training program at our Mexico office. Following this onboarding period, you will transition to our ongoing hybrid schedule, which requires in-office collaboration every Tuesday, Wednesday, and Thursday (with remaining days remote). As a core member of our contact center, your schedule will operate within our assigned shift windows running Monday through Friday between 3:00 AM and 6:00 PM local time.\nWe take pride in our work. We are a selling point for our company-accurate, honest, and efficient. If these values resonate with you, you will thrive on our team.\nResponsibilities\nHigh-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.\nConflict 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.\nRevenue 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.\nCollections & 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.\nFinancial 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.\nOperational Efficiency: Navigate multiple systems in real-time during live partner interactions, maintaining accurate and timely documentation in Salesforce and NetSuite.\nContinuous Improvement: Identify patterns in billing errors to recommend internal process improvements. Use forward-thinking skills to identify at-risk accounts and proactively prevent churn.\nMinimum Qualifications\nExperience: 2+ years of experience in a high-volume customer support or contact center environment.\nComputer Literacy & Tech Fluidity: 100% of this role heavily involves technology. Candidates must have excellent computer literacy, including rapid/accurate typing and the ability to navigate and switch between multiple programs and browser tabs simultaneously.\nCommunication & Presence: 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.\nDe-escalation & Conflict Resolution: Demonstrated ability to remain calm, empathetic, and constructive during high-pressure financial conversations and conflict resolution \nCompliance & Availability: 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.\nPreferred Qualifications\nSpecialized Domain Experience: Prior experience handling financial, billing, or collections-specific inquiries in a B2B or SaaS environment.\nTechnical Systems Expertise: Proficiency with CRM and ERP software, with a strong preference for hands-on experience in Salesforce and NetSuite.\nMulti-tasking & Channel Fluidity: Proven ability to seamlessly switch between phone, email, and chat queues throughout the day, managing multiple tasks and customer conversations simultaneously without sacrificing attention to detail.\nOperational Balance: A strong understanding of the critical balance between delivering high-quality, empathetic service and maintaining efficiency standards (e.g., handle times) required in a high-volume contact center.\nProblem-Solving Aptitude: Demonstrated ability to identify patterns in billing errors, perform root-cause analysis, and recommend process improvements to proactively mitigate future issues.\nBenefits and Perks\nWork from (almost) anywhere for up to 20 days per year\nFree lunch 2 days per week in the office\nFocus on mental health and well-being:\nCompany-paid therapy sessions through SpringHealth\nCompany-paid subscription to Headspace\n5 floating holidays\nPaid parental leave\nGenerous paid vacation + time off for your birthday\nPaid volunteer time\nFocus on your career growth:\nDevelopment Dollars\nLeadership development\nAccess to thousands of on-demand e-learnings\nTravel Discounts\nEmployee Resource Groups\nChristmas Bonus - 30 days\n20 days of paid time off a year\n25% vacation premium\nPrivate health, dental, and life insurance\nMonthly social events and happy hours\nThe best connections happen face-to-face, whether you’re sitting down to dinner or having coffee with a coworker. That’s why OpenTable has adopted a hybrid workplace model. \nWe balance in-office collaboration with work-from-home flexibility, with specific in office schedules coordinated directly with management to support team coverage.\nInclusion\nWe’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.\nIf you need accommodations during the application or interview process, or on the job, we’re here to support you. 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