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ManagerFull-timeRustSpringAWSAI
Salary Range
$61,200 - $82,800 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Support Manager to lead and elevate a team of Customer Support Supervisors at OpenTable in London, UK. This high-impact role requires a true leader of leaders who can build a culture of accountability, curiosity, and continuous improvement.
Key Responsibilities
- →Manage and develop Supervisors overseeing multi-channel B2B and B2C support teams
- →Co-design and co-lead our global annual Supervisor offsite
- →Run focused business reviews that tie team performance to Support and company goals
- →Drive performance across SLAs, CSAT, FCR, quality, productivity, and escalations
- →Analyze team and individual performance; convert insights into measurable action plans
- →Lead and contribute to strategic initiatives, pilots, and tooling rollouts tied to OKRs
- →Partner cross-functionally to remove friction for customers and agents
Requirements
- ✓Significant experience leading multi-channel support teams, including developing Supervisors/Team Leads
- ✓A proven performance builder; raising the bar through bold coaching and real accountability
- ✓Data-driven and hands-on; you turn metrics into better customer outcomes and business impact
- ✓Confident with analytics tools and decisive in acting on what the data tells you
- ✓Direct, trust-building communicator who drives ownership and growth
- ✓Influential across functions and comfortable operating in a global environment
- ✓Summary Bullets
- ✓Lead and develop a team of Customer Support Supervisors
- ✓Drive operational excellence across support metrics
- ✓Analyze performance data to implement improvements
- ✓Contribute to strategic initiatives and tooling rollouts
- ✓Partner cross-functionally to enhance customer and agent experiences
- ✓Requirement Bullets
- ✓Experience leading multi-channel support teams
- ✓Proven ability to build high-performing teams
- ✓Data-driven approach to performance management
- ✓Strong communication and leadership skills
- ✓Experience with analytics tools and performance metrics
- ✓Benefit Bullets
- ✓Generous paid parental leave, vacation & time off
- ✓Private health & dental insurance
- ✓Company-paid therapy sessions and wellness programs
- ✓Development opportunities and e-learning resources
- ✓Travel discounts and employee assistance programs
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