Tier 2 Representative

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

About the Job

OpenTable, an industry leader with over 23 years of experience and part of Booking Holdings, Inc., is seeking a dedicated Tier 2 Representative to join our team in Mexico City. In this hybrid role, you will champion our network of restaurants and hospitality venues by providing exceptional, sophisticated support to our customers. You will play a crucial part in our case handling and escalation processes, advocating for users and ensuring their technical issues are resolved efficiently. Every team member makes a tangible impact, contributing to a global network of travel and hospitality brands in a welcoming, inclusive environment.

Responsibilities

• Address, manage, and resolve complex technical issues and case escalations raised from initial support channels via phone, chat, and email.

• Create and manage detailed tracking tickets, collaborating directly with engineering teams to advocate for customers and relay product improvement suggestions.

• Partner closely with internal departments, such as Account Management, to set clear expectations and ensure timely case resolutions.

• Maintain high-quality standards in documentation and case notes to ensure compliance and accurate record-keeping.

• Actively monitor support queues to guarantee timely handling of all customer inquiries and critical conversations.

• Participate in team meetings, training sessions, and the development of educational materials to continuously improve processes and team capabilities.

Minimum Qualifications

• 1+ years of experience in a collaborative professional setting requiring strong problem-solving abilities.

• Excellent written and verbal communication skills for engaging with both internal teams and external customers.

• Demonstrated attention to detail and a commitment to maintaining high-quality standards in task execution.

• Strong desire to help others and a keen interest in customer advocacy and support.

• Ability to work from the Mexico City office. 

Preferred Qualifications

• Prior experience specifically in customer support, technical support, or a closely related field.

• Experience managing case escalations and navigating complex customer conversations.

• Familiarity with technical documentation or issue-tracking platforms.

• Experience or strong interest in the hospitality, restaurant, or travel technology sectors.

Benefits and Perks

• 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

  • Company-wide week off a year - the whole team fully recharges (and returns without a pile-up of work!)

• Paid parental leave

• Generous paid vacation + 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

• Christmas Bonus - 30 days

• 20 days of paid time off a year

• 25% vacation premium

• Private health, dental, and life insurance

• Monthly social events and happy hours

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

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.

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.