Tier 2 Representative

With millions of diners, 60,000+ 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.

Please note the Tier 2 Representative must have the ability to work the following shift schedule: Wednesday–Sunday, 10:00 AM – 7:00 PM EST, with flexibility as shifts are subject to business needs and may change. This posting is for an existing vacancy.

As a Tier 2 Representative at OpenTable, you will serve as a key technical contact resolving complex customer issues across phone, chat, and email channels. Acting as a vital bridge between customer support and engineering teams, you will champion customer needs and advocate for continuous product improvements. Your expertise will directly ensure seamless operations for restaurants, venues, and diners worldwide, driving hospitality excellence across our global platform.

• →2+ years of experience in technical customer support or a related client-facing role.
• →Proven track record of managing and resolving complex technical escalations through phone, chat, or email channels.
• →Demonstrated experience using issue-tracking and ticketing systems (such as Jira) to document and escalate technical defects.
• →Ability to work shift schedules (Wednesday–Sunday, 10:00 AM – 7:00 PM EST), with flexibility as shifts are subject to business needs and may change.
• →Strong written and verbal communication skills with the ability to convey complex technical information clearly to internal and external stakeholders.

• 2+ years of experience in technical customer support or a related client-facing role.
• Proven track record of managing and resolving complex technical escalations through phone, chat, or email channels.
• Demonstrated experience using issue-tracking and ticketing systems (such as Jira) to document and escalate technical defects.
• Strong written and verbal communication skills with the ability to convey complex technical information clearly to internal and external stakeholders.
• Demonstrated ability to collaborate effectively across departmental teams to achieve timely case resolutions.

• Experience working in the hospitality, restaurant management, or SaaS technology sectors.
• Familiarity with bug tracking, queue management, and root-cause analysis processes.
• Experience creating, maintaining, or enhancing customer support training materials and documentation.
• Strong cross-functional collaboration skills working directly with engineering and account management teams.

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.

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