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About the Role
At OpenTable, we're passionate about helping restaurants succeed. This role involves supporting restaurant partners by navigating payment queries, resolving challenges, and ensuring they feel confident in their relationship with OpenTable. You will play an important part in delivering exceptional service by finding solutions to billing issues, assisting with payments, and improving processes.
Responsibilities
- Support restaurant partners through phone, email, and chat, making billing conversations straightforward and positive.
- Proactively reach out to restaurants about upcoming payments, billing questions, and potential challenges.
- Handle billing disputes and sensitive conversations with empathy, patience, and a genuine desire to help.
- Work with restaurant partners on outstanding balances, exploring practical payment arrangements.
- Process payments securely, maintain accurate account records, and work across internal systems.
- Identify recurring issues, share ideas, and collaborate with colleagues across Finance and Account Management to improve the restaurant experience.
Requirements
- Experience working in a busy customer support or contact centre environment, managing multiple conversations and priorities.
- Excellent communication skills, with the ability to explain financial information clearly and handle challenging conversations professionally.
- A thoughtful, solutions-focused approach, balancing empathy with the need to achieve positive outcomes.
- Experience handling sensitive customer or financial information responsibly and securely.
- Confidence working across different support channels, including phone, email, and chat.
- Strong attention to detail and the ability to keep accurate records while working at pace.
- Experience supporting customers with billing, payments, account queries, or financial disputes.
- Familiarity with CRM platforms such as Salesforce or financial systems such as NetSuite.
- Experience identifying customer retention risks and finding ways to strengthen relationships.
- A curious mindset and an interest in improving processes.
- Must have the existing right to work in the UK.
- Must be able to attend the office three days per week.
Skills
- Billing support
- Customer support
- Payment processing
- Account management
- Communication skills
- Problem-solving
- Attention to detail
- CRM platforms
- Financial systems
Location
- London, UK
Work Type
- Hybrid
Experience Level
- Not specified
Education Level
- Not specified
Benefits
- 5 weeks paid vacation
- Private health & dental insurance
- Work from (almost) anywhere for up to 20 days per year
- Company-paid therapy sessions
- Company-paid subscription to Headspace
- Annual company-wide week off
- Paid parental leave
- Time off for your birthday
- Paid volunteer time
- Development Dollars
- Leadership development
- Access to thousands of on-demand e-learnings
- Travel Discounts
- Employee Resource Groups
- Income protection and life assurance
- Employee Assistance Program
- Pension plan contributions
- Discounted gym membership
- Bike2Work
- Season ticket loan
- Social events & Thursday happy hours
- Free lunch 2 days per week
About the Company
- OpenTable, part of Booking Holdings, Inc., 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.
- We are a global team and part of a portfolio of metasearch brands.
- Hospitality defines our culture.
Equal Opportunity
- 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 any reasonable adjustments during the application/interview process, or on the job, we’re here to support you. Please reach out to your recruiter to request any accommodations.