Billing Support Specialist (Hybrid)

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 that includes its portfolio of metasearch brands. Hospitality is all about taking care of others, and it defines our culture.

About the job

At OpenTable, we are seeking a Billing Support Specialist based in Mexico City to join our team in a hybrid capacity. In this role, you are first and foremost a customer advocate. While you will manage billing cycles, your core mission is to protect our partner relationships. This is a high-volume, fast-paced contact center role where you will turn complex financial disputes into opportunities for retention. You aren't just processing payments; you are an analyst of our partner accounts. You will proactively look for churn risks and understand how your resolutions directly influence our retention goals and business outcomes.

To set you up for absolute success, this position begins with an intensive, mandatory 8-week, 5-day-per-week in-office training program at our Mexico City office. Following this onboarding period, you will transition to our ongoing hybrid schedule, which requires in-office collaboration every Tuesday, Wednesday, and Thursday (with remaining days remote).

As a core member of our contact center, your schedule will operate within our assigned shift windows running Monday through Friday between 3:00 AM and 6:00 PM MT.

We take pride in our work. We are a selling point for our company—accurate, honest, and efficient. If these values resonate with you, you will thrive on our team.

This role is based out of our Mexico City office and operates on a hybrid schedule. Employees are expected to work in the office 3 days a week and have the flexibility to work remotely 2 days a week.

Responsibilities 

• High-Volume Multi-Channel Support: Manage a busy queue of inbound billing inquiries via phone, email, and chat. Deliver "Hospitality-Grade" service that prioritizes clarity, empathy, and speed.
• Conflict Resolution & De-escalation: Act as the front-line problem solver for billing disputes. Use professional empathy and clear communication to navigate financial friction, manage difficult performance issues, and de-escalate partner concerns.
• Revenue Retention & Churn Prevention: Uncover the "why" behind billing inquiries. Use your interactions to identify churn risks, solve account friction, and ensure restaurant partners feel financially secure and respected.
• Collections & Account Management: Execute outreach strategies for past-due accounts, prioritizing relationship retention alongside financial recovery. Negotiate creative payment arrangements to support restaurant longevity and maintain full case ownership through to final resolution.
• Financial Processing & Data Integrity: Process ACH and credit card payments securely in a PCI-compliant manner. Reconcile customer data across systems and execute account adjustments to ensure precise, audit-ready financial record-keeping.
• Operational Efficiency: Navigate multiple systems in real-time during live partner interactions, maintaining accurate and timely documentation in Salesforce and NetSuite.
• Continuous Improvement: Identify patterns in billing errors to recommend internal process improvements. Use forward-thinking skills to identify at-risk accounts and proactively prevent churn.

Minimum Qualifications

• Experience: 2+ years of experience in a high-volume customer support or contact center environment.
• Computer Literacy & Tech Fluidity: 100% of this role heavily involves technology. Candidates must have excellent computer literacy, including rapid/accurate typing and the ability to navigate and switch between multiple programs and browser tabs simultaneously.
• Communication & Presence: Exceptional communication skills with the ability to explain complex financial or accounting concepts in simple, partner-friendly language across phone, email, and live chat channels.
• De-escalation & Conflict Resolution: Ability to remain calm, empathetic, and constructive during high-pressure financial conversations and conflict resolution 
• Compliance & Availability: High level of comfort handling sensitive financial data with absolute integrity (must pass a background check/assessment), with complete flexibility to work assigned shifts (Monday–Friday, 3:00 AM – 6:00 PM MT) and commit to the 8-week in-office training and hybrid schedule in Mexico City.
• Bilingual proficiency with the ability to speak and write fluently in both English and Spanish. 

Preferred Qualifications

• Specialized Domain Experience: Prior experience handling financial, billing, or collections-specific inquiries in a B2B or SaaS environment.
• Technical Systems Expertise: Proficiency with CRM and ERP software, with a strong preference for hands-on experience in Salesforce and NetSuite.
• Multi-tasking & Channel Fluidity: Proven ability to seamlessly switch between phone, email, and chat queues throughout the day, managing multiple tasks and customer conversations simultaneously without sacrificing attention to detail.
• Operational Balance: A strong understanding of the critical balance between delivering high-quality, empathetic service and maintaining efficiency standards (e.g., handle times) required in a high-volume contact center.
• Problem-Solving Aptitude: Demonstrated ability to identify patterns in billing errors, perform root-cause analysis, and recommend process improvements to proactively mitigate future issues.

Benefits and Perks

• Work from (almost) anywhere for up to 20 days per year
• Focus on mental health and well-being:
  • Company-paid therapy sessions through SpringHealth
  • Company-paid subscription to Headspace
• 5 floating holidays
• Paid parental leave
• Generous paid vacation + time off for your birthday
• Paid volunteer time
• Focus on your career growth:
  • Development Dollars
  • Leadership development
  • Access to thousands of on-demand e-learnings
• Travel Discounts
• Employee Resource Groups
• Christmas Bonus - 30 days
• 20 days of paid time off a year
• 25% vacation premium
• Private health, dental, and life insurance
• Monthly social events and happy hours

The best connections happen face-to-face, whether you’re sitting down to dinner or having coffee with a coworker. That’s why OpenTable has adopted a hybrid workplace model. This role aligns with that approach, with an expectation of coming into the office two days a week—giving employees the best of both worlds: in-person collaboration and flexibility.

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.

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