The posting
Help restaurants thrive, one conversation at a time. 🍽️
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 role...
At OpenTable, we're passionate about helping restaurants succeed. Behind every great dining experience is a team of people working to make life easier for our restaurant partners, and that's where you come in.
We're looking for a Billing Support Specialist to join our Customer Support team in London.
In this role, you'll be more than someone who answers billing questions. You'll be a trusted partner to restaurants, helping them navigate payment queries, resolve challenges and feel confident about their relationship with OpenTable.
Whether you're finding a solution to a tricky billing issue, helping a restaurant get back on track with payments or spotting an opportunity to make our processes better, you'll play an important part in delivering the exceptional service we're known for.
What you'll be doing...
- Be the friendly voice of OpenTable. Support restaurant partners through phone, email and chat, making even complicated billing conversations feel straightforward and positive.
- Get ahead of problems. Proactively reach out to restaurants about upcoming payments, billing questions and potential challenges before they become bigger issues.
- Turn challenges into solutions. Handle billing disputes and sensitive conversations with empathy, patience and a genuine desire to help.
- Find a way forward. Work with restaurant partners on outstanding balances, exploring practical payment arrangements that support both their business and ours.
- Keep everything running smoothly. Process payments securely, maintain accurate account records and work confidently across our internal systems.
- Make things better. Spot recurring issues, share ideas and collaborate with colleagues across Finance and Account Management to improve the restaurant experience.
Our ideal candidate...
We're looking for someone who enjoys solving problems, builds trust naturally and knows how to make customers feel heard.
You'll ideally have:
- Experience working in a busy customer support or contact centre environment, confidently 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.
Even better if you have...
- 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, not just following them.
Don't tick every box? We'd still love to hear from you. If you're a great communicator, enjoy helping people and are excited to learn, we encourage you to apply.
What we can offer you...
- 5 weeks paid vacation
- Private health & dental insurance
- Work from (almost) anywhere for up to 20 days per year
- 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 parental leave
- Time off for your birthday
- Paid volunteer time
- Focus on your career growth:
- 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 - including 24/7 GP & free legal advice
- Pension plan contributions
- Discounted gym membership
- Bike2Work
- Season ticket loan
- Social events & Thursday happy hours
- Free lunch 2 days per week
The best connections happen face-to-face, whether you’re sitting down to dinner or having coffee with a coworker. That’s why OpenTable has adopted a hybrid workplace model. This role aligns with that approach, with an expectation of coming into the office two days a week—giving employees the best of both worlds: in-person collaboration and flexibility.
📍 Work Environment & Flexibility
This role is based in our London office in Moorgate, with a hybrid working arrangement of three days per week in the office (Tuesday, Wednesday and Thursday).
Attendance on these days is a requirement of the role, and we're unable to offer alternative hybrid arrangements at this time.
Applicants must also have the existing right to work in the UK, as we're unable to provide visa sponsorship for this position.
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 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.
