Sr. Billing Support Specialist

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.

About the job

OpenTable is seeking a Senior Customer Support Representative, Billing Support, based in either Mexico City or the US to join our hybrid team supporting restaurant partners with complex billing needs. This senior individual contributor partners with the Billing Support supervisor, serves as a trusted billing resource for agents and partners, and sets an example through sound judgment, empathy, product knowledge, accurate documentation, and hospitality. The role combines frontline billing support with case review, quality auditing, trend analysis, delegated developmental feedback, escalation support, knowledge management, and process improvement. Queue coverage may include multiple consecutive days, more than four hours of handling in a day, or a full day of inbound and outbound work when business needs require it; assignments, priorities, breaks, meetings, and other scheduled activities are set by the supervisor and Workforce Management. Duties may evolve to include other reasonable, related work needed to support the business, and success is measured through both individual performance during queue work and the performance and development of the team supported. This role begins with an eight-week, full-time, in-office training program and then follows a hybrid schedule with in-office collaboration Tuesday through Thursday and assigned shifts Monday through Friday between 3:00 a.m. and 6:00 p.m. Mountain Time.

Responsibilities

• Provide accurate, empathetic, and efficient billing support through phone, email, and chat when assigned to the queue. Maintain Billing Support Specialist performance standards, process payments and account adjustments securely, support collections, identify retention risks, and own partner issues through resolution.

• Review cases, side-by-side observations, customer and employee feedback, and quality-assurance audits to identify trends, behaviors, and recurring patterns. Document objective examples, business impact, findings, recommendations, conversations, decisions, and follow-up in approved systems, including required LevelAI audits where applicable.

• Share delegated developmental feedback directly with agents and help them reason through policies, systems, and next steps. Escalate disputed, sensitive, repeated, potentially corrective, accommodation-related, or employee-relations matters to the supervisor; do not independently deliver formal corrective action, disciplinary action, probation decisions, or other formal performance outcomes.

• Partner with the supervisor on leadership escalations and complex billing concerns. Investigate issues, coordinate with relevant teams, communicate clear next steps, document outcomes, and recommend preventive actions.

• Serve as a trusted billing subject-matter resource by answering team questions with guidance rather than simply providing answers, maintaining approved knowledge resources and response templates, supporting specialized queues or projects, and helping keep tools such as Text Blaze current.

• Contribute to team performance through timely follow-through, audit and feedback calibration, cross-functional collaboration, and clear communication of capacity concerns, blockers, and competing priorities. Team results are shared with the supervisor, who retains accountability for formal performance management and overall team outcomes.

Minimum Qualifications

• At least three years of experience in a high-volume customer support or contact-center environment, including experience as a senior representative, subject-matter expert, peer mentor, quality reviewer, acting lead, or similar role.

• Demonstrated ability to handle complex billing, payment, collections, business, or software-support issues across phone, email, and chat while maintaining accuracy, compliance, and customer trust.

• Strong written and verbal communication, active listening, de-escalation, judgment, and empathy, with the ability to provide clear developmental guidance to peers within defined role boundaries.

• Strong documentation, analytical, and organizational skills, including the ability to identify patterns, use multiple systems, protect sensitive information, and maintain objective, specific, and actionable records.

• Ability to follow assigned schedules and changing priorities, complete the required in-office training and hybrid schedule in Mexico City, and communicate capacity concerns or blockers promptly.

Preferred Qualifications

• Prior OpenTable experience or experience supporting a complex billing or software environment, with strong knowledge of related products, processes, policies, and tools such as Salesforce and NetSuite.

• Experience conducting case inspections, side-by-side observations, quality audits, feedback analysis, calibration sessions, or peer development conversations.

• Experience creating or interpreting reports, dashboards, data summaries, or spreadsheet analyses to support coaching and operational decisions.

• Experience owning specialized queues, products, workflows, knowledge resources, response templates, or operational improvement projects.

• Demonstrated ability to influence peers without formal authority and partner effectively with supervisors, quality teams, Workforce Management, and other departments to improve team and partner outcomes.

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.