Customer Support Supervisor

About the role

OpenTable is looking for a Customer Support Supervisor to lead and develop a high‑performing frontline support team in a fast‑paced, multi‑channel contact centre. This hands‑on leadership role focuses on building a culture of accountability, curiosity and continuous improvement while delivering an exceptional experience for restaurant partners and diners.

Key responsibilities

• Lead, coach and develop a team of customer support representatives through regular feedback, performance reviews and career growth conversations.
• Drive operational excellence across service levels, quality, productivity, CSAT and first‑contact resolution.
• Maintain clean queues, manage ticket workflows and minimise inefficiencies.
• Partner with Workforce Management on staffing, scheduling, adherence and time utilisation.
• Use performance data and analytical tools to monitor individual and team metrics and implement improvement actions.
• Foster an inclusive, psychologically safe environment that encourages autonomy and critical thinking.

Required profile

• Hands‑on, data‑driven leader with a strong focus on teamwork and collaboration.
• Proven experience managing a multi‑channel contact centre or similar support operation.
• Ability to translate data insights into actionable plans.
• Excellent communication skills and a coaching mindset.
• Flexibility to work varied shifts, weekends and public holidays.

Required skills

• Experience with ticketing and queue management systems.
• Familiarity with workforce management and scheduling tools.

What we offer

• Opportunity to shape a global customer support function within a leading restaurant‑technology company.
• Competitive compensation and benefits package.
• Hybrid work model with three days per week in the London office.
• Comprehensive training program spanning five weeks.