Customer Support Manager

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

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About this role:

At OpenTable, we’re hiring a standout Support Manager to lead and elevate a team of Customer Support Supervisors in London, UK. This is a high-impact role for a true leader of leaders — someone who builds a culture of accountability, curiosity, and continuous improvement, and who inspires leaders to raise the bar every day.

You’ll own performance, development, and engagement across your org while driving operational excellence at scale. From embedding smarter workflows to leveraging AI-powered insights to sharpen coaching, surface trends, and eliminate friction, you’ll help modernize how we support customers and develop talent. Partnering with global Support leadership, you’ll shape a consistent, data-driven, future-ready customer experience — while building a team culture the best leaders want to be part of.

This is a hybrid role that requires 3 days per week in the office. In addition, the first 5 weeks will be spent in the office full-time, completing immersive product and systems training.

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What You’ll Do:

Lead Leaders

• Manage and develop Supervisors overseeing multi-channel B2B and B2C support teams.
• Co-design and co-lead our global annual Supervisor offsite — shaping the strategy, driving alignment across regions, and delivering a flagship session that elevates leadership standards and operational performance worldwide.
• Run focused business reviews that tie team performance to Support and company goals.
• Lead through change — product updates, tooling, policy shifts — with clarity and empathy.

Own Operational Excellence

• Drive performance across SLAs, CSAT, FCR, quality, productivity, and escalations.
• Ensure queues, workflows, and escalation paths are clean, owned, and on track.
• Partner with WFM and Operations on staffing, scheduling, and utilization.
• Act as senior escalation point for complex or sensitive issues.

Turn Data Into Action

• Analyze team and individual performance; convert insights into measurable action plans.
• Use tools like Salesforce, Zendesk, Preset/Superset, Google Sheets, QA platforms, and AI solutions to surface trends and coaching opportunities.
• Plan 3–6 months ahead for volume, staffing, and product changes.
• Identify root causes, implement process improvements, and measure impact.

Drive Strategy & Collaboration

• Lead and contribute to strategic initiatives, pilots, and tooling rollouts tied to OKRs.
• Partner cross-functionally (Quality, Product, WFM, Enablement, Sales/AM/OBS) to remove friction for customers and agents.
• Align with global Support leaders to share best practices and raise the bar worldwide.
• Model our values — Be Bold, Love Numbers, Win as One — and foster an inclusive, accountable culture.

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About You

You’re an experienced operations leader who thrives on developing people leaders and delivering measurable results.

• Significant experience leading multi-channel support teams, including developing Supervisors/Team Leads.
• A proven performance builder; raising the bar through bold coaching and real accountability.
• Data-driven and hands-on; you turn metrics into better customer outcomes and business impact.
• Confident with analytics tools and decisive in acting on what the data tells you.
• Direct, trust-building communicator who drives ownership and growth.
• Influential across functions and comfortable operating in a global environment.
• Curious, proactive, and always looking for smarter ways to work (including with AI).
• Calm under pressure, action-oriented, and ready to travel a few weeks per year for key moments that matter.

Bonus: Experience leading distributed teams; background in hospitality, restaurant tech, or SaaS support; familiarity with WFM, telephony/contact center platforms, and LMS tools.

If you’re a leader of leaders who loves building strong teams, scaling performance and shaping strategy - not just running the day-to-day - is your opportunity to make a global impact.

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 Benefits and Perks

• Work from (almost) anywhere for up to 20 days per year
• Generous paid parental leave, vacation & time off for your birthday
• Private health & dental insurance
• Focus on mental health and well-being:
• Company-paid therapy sessions through SpringHealth
• Company-paid subscription to Headspace
• Annual company-wide week off a year - the whole team fully recharges (and returns without a pile-up of work!)
• Paid volunteer time
• Focus on your career growth:
• Development Dollars
• Leadership development
• Access to thousands of on-demand e-learnings
• Travel Discounts inc. Bike2Work, Season ticket loan
• Employee Resource Groups
• Income protection and life assurance
• Employee Assistance Program - including 24/7 GP & free legal advice
• Pension plan contributions
• Discounted gym membership
• Social events & Thursday happy hours
• Free lunch 2 days per week

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Work Environment & Flexibility

At OpenTable, we pride ourselves on fostering a global and dynamic work environment. As a team member with us, you will benefit from a schedule tailored to accommodate a global workforce operating across multiple time zones. While the majority of your responsibilities may align with conventional business hours, there will be instances where you are expected to manage communications - via calls, Slack messages, or emails - outside of regular working hours to effectively collaborate with international colleagues, respond to restaurant partners, and/or address urgent matters. OpenTable will always abide by and consider local laws and regulations.

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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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