Job Description
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.
About this role:
OpenTable Billing is seeking a detail-oriented and customer-focused Billing Support Specialist to join our Customer Support team. This role is a critical link in our revenue cycle, ensuring billing accuracy, resolving complex inquiries, and managing collections. The ideal candidate combines strong financial acumen with exceptional service skills, thriving in a fast-paced environment where they can proactively reduce churn and improve the restaurant partner experience.
This is a hybrid role; working from our London office three times a week but due to the nature of the role. Regular business travel is not expected.
Please note: working hours are usually Monday - Friday, 10:00 - 19:00.
In this role, you will:
Billing Support & Customer Assistance (Inbound/Outbound)
- Manage a high volume of inbound billing inquiries via phone and email, providing “Hospitality-Grade” service.
- Conduct proactive restaurant outreach to discuss upcoming billing cycles and address potential financial concerns before they escalate.
- Assist partners in navigating invoices, charges, credits, and payment terms with total clarity.
- De-escalation: Act as the first point of contact for billing disputes, using professional empathy to resolve concerns while reinforcing trust in the partnership.
Collections & Account Management
- Execute collections outreach strategies for past-due accounts, prioritizing relationship retention alongside financial recovery.
- Negotiate creative payment arrangements when appropriate to support restaurant longevity.
- Take full “Case Ownership” from initial inquiry through to final resolution, ensuring no partner is left in limbo.
Financial Processing & Data Integrity
- Sensitive Data Handling: Process ACH and credit card payments securely, adhering to strict PCI compliance and data privacy standards.
- Data Accuracy: Perform customer information reconciliation across multiple databases (e.g., Salesforce, NetSuite) to maintain a “Single Source of Truth.”
- Execute account adjustments, reconciliations, and precise financial record-keeping to ensure audit-ready documentation.
Problem Solving & Forward Thinking
- Root Cause Analysis: Identify patterns in billing errors and recommend process improvements to prevent future discrepancies.
- Churn Prevention: Use “forward-thinking” skills to identify at-risk accounts during billing interactions and provide proactive solutions to improve satisfaction.
About you:
Technical Skills & Experience
- Experience: Significant experience in billing, collections, or financial customer support.
- Multi-tasking: Proven ability to manage a complex queue of cases while maintaining high attention to detail.
- Systems: Proficiency in CRM/ERP software (NetSuite or Salesforce experience is a major plus).
- Security: High level of comfort handling sensitive financial data with integrity.
Soft Skills & Competencies
- Exceptional Communication: Ability to explain complex accounting concepts in simple, partner-friendly language.
- Language Requirements: fluency in German & English
- Resilience & De-escalation: A calm demeanor when handling high-pressure financial conversations.
- Operational Excellence: A “forward-thinking” mindset - don’t just fix the problem; find a way to stop it from happening again.
Benefits and Perks
🌍 Flexibility & time off Enjoy the option to work from almost anywhere for up to 20 days per year, generous vacation time, your birthday off, paid volunteer days, and our annual company-wide recharge week where the whole team takes time to reset.
🧠 Health & wellbeing Your wellbeing matters to us. We offer private health & dental insurance, company-paid therapy through SpringHealth , a Headspace subscription, and an Employee Assistance Program including 24⁄7 GP access and legal advice, alongside income protection and life assurance.
📈 Growth & development We invest in your career with Development Dollars, leadership development opportunities, and thousands of on-demand learning resources.
✨ Extra perks Additional benefits include pension contributions, discounted gym membership, Bike2Work and season ticket loans, Employee Resource Groups, regular social events and Thursday happy hours, plus free lunch in the office twice per week.
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.
