Customer Support Representative (Hybrid)

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. 

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.

We are looking for a Customer Support Representative to join our fast-growing team and provide exceptional service to our global customer base. In this role, you will act as the primary contact for customers, resolving complex product inquiries via phone, email, chat, and digital channels. 

You will focus on building lasting relationships by delivering creative, logical, and impact-driven troubleshooting solutions. By restoring confidence and ensuring positive customer outcomes, you will represent our brand and advocate for our customers' success. 

This role is based out of our Mexico City office and operates on a hybrid schedule. Employees are expected to work in the office 3 days a week and have the flexibility to work remotely 2 days a week. 

Working Hours: 

• Our Mexico Customer Support function operates 7 days a week, 365 days a year. 
• This is a full-time, 40-hour-per-week position structured as either five 8-hour shifts or four 10-hour shifts. Candidates must demonstrate full scheduling flexibility, with the ability to work rotating shifts (mornings, afternoons, and overnights), overtime, and holidays as required by business volume.
• Once you join, you'd be assigned a set shift, so it's important to be fully flexible with the days & times you can work. You'll be required to work public holidays & on weekends too 
• Our office is located in Avenida Insurgentes - IOS OFFICES Corporativo Kansas 

Start Date: 

• The intended start date is Monday, January 18, 2027 
• Training is mandatory and held in person at the Mexico City office for the first five weeks, Monday through Friday, 9:00 AM to 6:00 PM.
• Successful candidates must attend all days of training for the 5 weeks. 

Responsibilities 

• Resolve complex customer inquiries across phone, email, chat, and community channels to ensure a high-quality service experience. 
• Take ownership of customer issues from initial contact to final resolution, identifying creative and logical troubleshooting solutions. 
• Maintain accurate and detailed documentation of all customer interactions and technical resolutions within the CRM system. 
• Collaborate with team members and escalate complex technical issues appropriately to ensure timely problem resolution.
• Adapt communication styles to effectively support and connect with a diverse, global customer base. 

Minimum Qualifications 

• 1+ years of experience providing customer support via phone, email, or chat. 
• Bilingual proficiency with the ability to speak and write fluently in both English and Spanish. 
• Experience operating and troubleshooting modern Windows and macOS operating systems. 
• Ability to work flexible schedules, including potential shifts overtime, or holidays as needed. 

Preferred Qualifications 

• Prior experience in a software support or technical helpdesk environment. 
• Practical knowledge of iOS, Apple hardware, or computer networking principles. 
• Experience in or a strong passion for the restaurant or hospitality industry. 
• Demonstrated experience resolving customer issues in a dynamic, script-free support environment 

Benefits and Perks

• Work from (almost) anywhere for up to 20 days per year
• Free lunch 2 days per week in the office
• 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

The 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. 

We balance in-office collaboration with work-from-home flexibility, with specific in office schedules coordinated directly with management to support team coverage.

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.

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