OpenTable is hiring a

Customer Support Supervisor - Tier II

San Francisco, United States
Full-Time

Customer Support Supervisor - Tier II



        
Job Type: Full-Time  
Location: San Francisco, CA  
Department: Engineering
   

Reporting to the Director of Customer Support, the Customer Support Supervisor - Tier II will be responsible for overseeing the daily operations for a group of Tier II - Customer/Technical Support Representatives.

The ideal candidate will have a passion for customer service, and be experienced in OpenTable products and systems, Windows, and network/connectivity support; a hands-on leader who is technically savvy, can work well with all levels of the team and OpenTable customers.

Responsibilities:

  • Plan, organize, schedule and supervise the day to day support operations, which encompasses all troubleshooting, customer service issues, approvals, and performance monitoring of both the individual and team.
  • Lead, manage, develop, train and review performance of staff, as required
  • Ensure all employee issues and concerns are addressed in a timely manner
  • Encourage involvement from staff and foster a positive team environment.
  • Measure, monitor and maintain customer service and satisfaction
  • Foster good customer relations and service at all times
  • Manage and schedule training and development for all the technical support team i.e. new equipment, skills enhancement etc.
  • Manage, monitor and maintain the ACD, knowledge database and CRM functionality to include; tracking tickets issued, outstanding, completion time etc.
  • Work closely with peers to determine best practices and implement them in a timely manner.
  • Work with other departments on identifying and ensuring product design or any other issues are tackled and corrective action(s) is taken; ensuring the customer is satisfied with the outcome
  • Perform other duties assigned by management
  • Hold yourself accountable for your performance as well as that of your team
  • Monitor and manage the Tier 3 escalation board in Jira, with scheduled assistance from other Tier 2 members.


Desired Experience:

  • Experience Supervising people in their day to day operations
  • Demonstrated skills cultivating strong working relationships with cross-functional teams
  • Planning & organizational skills required
  • Must have excellent problem solving and analytical skills
  • Demonstrated ability to work in a team environment
  • Experience working in a Tier I and/or Tier II Contact Center as an agent and/or lead
  • Speaking, Reading and Writing in English is required
  • Working knowledge of current Microsoft Windows operating systems (client and server platforms)
  • Knowledge of iOS and Apple Hardware
  • Working knowledge of networking protocols (TCP/IP), networking infrastructure, switching and routing is a plus
  • Experience with the use of support desk tools like Salesforce, Communities, live chat
  • A strong sense of ownership regarding the product and the issues arising from its use
  • Excellent interpersonal skills, with a bias towards customer service
  • Strong communication skills: active listening, writing/ typing, informal communication
  • Restaurant/ Hospitality experience is a plus


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