Billing Support Supervisor (Hybrid, London)

Job Description

OpenTable, a part of Booking Holdings, Inc., is seeking a Billing Support Supervisor in London to lead and develop a high-performing Billing Support team across North America and EMEA. The Billing Support Supervisor will play a crucial role in ensuring smooth transactions and operational accuracy.

About The Role:

• Provide day-to-day leadership and weekly coaching for Billing Support Specialists.
• Drive team performance in customer retention, payment accuracy, and timely collections.
• Monitor and improve KPIs including wait times, service levels, and abandon rates.
• Oversee daily billing activities including payment processing, email and phone support, and issue resolution.
• Partner closely with Finance and Collections to ensure accurate and timely billing operations.
• Ensure all work environments maintain PCI compliance and data protection standards.
• Foster a team culture of continuous improvement and professional growth.
• Manage and deliver projects with varying scope and business impact.
• Innovate new processes and procedures to enhance the customer and agent experience.

About You:

• Lead by example and inspire others to succeed.
• Advocate for your team and customers, balancing empathy with business priorities.
• Thrive in dynamic environments and adapt quickly to change.
• Welcome feedback and act on it to improve yourself and others.
• Take pride in solving complex problems and delivering lasting results.
• Communicate clearly and effectively with internal and external stakeholders.

Qualifications:

• 2-3 years of call center supervisory experience
• Proven success with building, leading, and motivating a team
• Strong analytical and behavioral problem solving skills
• An understanding of contact center KPIs

Desired Experience:

• Strong analytical and behavioral problem-solving skills
• Demonstrated experience working cross functional with other departments (CSS, Finance, Field)
• Experience with reporting tools such as Google Sheets, Excel, Preset and SFDC
• Experience with support desk tools such as Salesforce, Communities, live chat, etc
• Excellent interpersonal skills, with a bias towards customer service and retention