Customer Support Representative, OpenTable
French Speaker
Online restaurant reservation service
Be an early applicant
Online restaurant reservation service
1001+ employees
Be an early applicant
1001+ employees
Company mission
To bring together people and the restaurants they love in the moments that matter.
Role
Who you are
- The most important thing you can bring to this role is a real passion for helping people. While there is some technical nature to the role, if you have an interest in connecting to people and the skills for logical thinking, we can teach you the rest
- If you come with some computer networking or technical knowledge, even better
- You have an interest (or background) in the restaurant or hospitality industry (It’s certainly not mandatory, but we do appreciate any proven experience)
- You start every single day with energy and enthusiasm (even if it takes a few cups of coffee to get there)
- You have the ability to know what’s right for the customers and our company, and will lobby to ensure both needs are met - even if it means digging deep to find creative solutions
- You’re the one your family and friends call when their electronics are acting up, or when they need help getting new devices set up
- Value your integrity, and respect the trust our customers place in OpenTable’s products/ brands and would never lie to our clients just to make them happy
- You enjoy the flexibility and challenges that come with a script free environment
- You use your experience and personality to provide excellent service
- You are not only receptive to feedback, but you actively seek it, and look for ways to implement it
- Excellent communication skills, with a bias towards customer service
- You have Strong communication skills: active listening, writing/typing, informal communications
- Restaurant/ hospitality experience (or even just being a “foodie”) preferred
- You have 1+ year’ experience providing customer support, by phone, email, chat, preferably in a software support environment
- Have experience using current Microsoft Windows and Apple operating systems
- You hold knowledge of iOS and Apple Hardware
What the job involves
- The goal is not to get the customer off the phone as fast as possible (unless that’s what the customer wants). We expect you to go out of your way to not only fix the problem, but have the customer finish the conversation with a smile and with restored faith in OpenTable
- Our global customer base is diverse so you’ll need to be able to adapt to their various styles accordingly. You will become our best marketing tool, and will help foster a prosperous relationship with both customers!
- Report to the Customer Support Supervisor, our Customer Support Representatives will be responsible for providing support to our customers, answering complex questions on function and usage of products
- This person will be the primary contact for our large customer base in North America as well as for OpenTable customers worldwide with the goal of providing excellent service. (How cool that you might get to talk to someone in Australia?)
- Answer customer and employee calls, emails, chats, WhatsApp (and any future form of contact we may come up with)
- Provide outstanding service
- Know your limitations and when you should ask for assistance
- Own the resolution to the problem; don’t leave the customer hanging
- Accurately and efficiently log all contacts in our CRM (Salesforce)
Application process
- This position is set to start on January 6, 2025
Salary benchmarks
Our take
OpenTable was one of the earliest innovators in the online reservation space, setting up shop in 1998 as a tool to enable restaurants to take bookings online. Rather than charging consumers for the service, OpenTable generates revenue via a monthly subscription and reservation fee from businesses.
Today, the platform is used by tens of thousands of restaurants around the world and seats over 1 billion diners per year. The company was acquired by Booking Holdings – the world's largest travel company – for $2.6 billion in 2014, and remains a subsidiary of the group to this day.
OpenTable is the dominant player in the restaurant reservation software category, with an impressive 45% market share, but does face increasing competition from platforms like Resy, Tock, TableAgent, and many more. Nonetheless, this market leader has garnered an impressive reputation, and there is nothing to say it won't hold on to the dominance it has earned into the future.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
4% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Oct 2000
$36m
SERIES C
Jan 2000
$10m
SERIES B
Total funding: $48.2m
Company benefits
- Work from (almost) anywhere - wherever you do your best work
- Mental health and well-being - company-paid therapy sessions through SpringHealth, company-paid subscription to HeadSpace, and company-wide weeks off a year so the whole team can recharge
- Generous parental leave
- Generous paid vacation + time off for your birthday
- Paid volunteer time
- Enriched learning and development opportunities - leadership development & access to thousands of on-demand e-learnings
Company HQ
Union Square, San Francisco, CA
Articles
Leadership
Debby Soo
(CEO, not founder)After graduating from Stanford with a liberal arts major, Debby started their career in investment banking. Thereafter they worked in Google’s Strategic Partnerships Group and then spent a decade at KAYAK, eventually becoming CCO.
People progressing
Joined as a Project Coordinator. Promoted to Lead Project Coordinator after 2 years. Then promoted again to Project Coordinator Manager after 2 years. Now is Director of Global Sales & Services.
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