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.

OpenTable Billing is seeking a detail-oriented and customer-focused Billing Support Specialist to join our Customer Support team. This role plays a critical part in ensuring billing accuracy, resolving customer inquiries, supporting revenue operations, and managing collections activities. This is an excellent opportunity for a motivated professional seeking to contribute to a dynamic team while developing expertise in billing operations, collections, and customer account management. The ideal candidate combines strong financial acumen with exceptional customer service skills and thrives in a fast-paced, goal-driven environment.

Please note this is a Hybrid role, 3 days required in office, 2 days remote. 

• Manage inbound and outbound communications related to billing inquiries, providing accurate and timely resolutions.
• Assist customers in understanding invoices, charges, credits, and payment terms.
• Investigate and resolve complex account discrepancies and accounting-related inquiries.
• Collaborate cross-functionally with Finance, Sales, and Support teams to ensure consistent and accurate communication.
• Address billing disputes with urgency and professionalism, ensuring concerns are resolved in a way that reinforces trust and long-term partnership.
• Take full ownership of assigned billing and collections cases from initial inquiry through final resolution, ensuring timely and accurate follow-through.

Collections

• Conduct collections outreach via phone and email while maintaining positive customer relationships.
• Negotiate payment arrangements when appropriate and ensure timely resolution of past-due accounts.
• Document all collection activities thoroughly and maintain accurate account records.

Financial Processing

• Process ACH and credit card payments accurately and efficiently.
• Enter and reconcile account adjustments to maintain precise financial records.
• Perform customer information reconciliation across multiple systems and databases.
• Maintain organized and accurate customer documentation.

Problem-Solving & Operational Excellence

• Identify root causes of billing and payment issues and recommend process improvements.
• Provide proactive solutions aimed at reducing churn and improving overall customer satisfaction.
• Demonstrate initiative in resolving issues independently while partnering effectively with internal stakeholders.
• Deliver a high-quality support experience that balances financial stewardship with customer empathy, contributing directly to reduced churn and improved customer satisfaction.
• Proactively identify accounts at risk of churn due to billing concerns, payment challenges, or account dissatisfaction, and take appropriate action to resolve issues before escalation.

Apply if

• Expert-level familiarity with OpenTable products and operational processes, demonstrating your in-depth product knowledge.
• Strong knowledge of billing processes, accounts receivable, and collections practices.
• Exceptional attention to detail and high level of accuracy.
• Proven ability to manage multiple priorities in a fast-paced environment.
• Strong verbal and written communication skills, with the ability to handle sensitive financial discussions professionally.
• Swift issue comprehension and efficient problem-solving, showcasing your commitment to timely resolutions.
• Outstanding organizational skills, encompassing task prioritization and effective time management.
• Commitment to punctuality, schedule adherence, and maintaining performance standards.
• Have experience with disputes and negotiating payment resolutions.
• Ability to analyze financial data and resolve discrepancies efficiently.

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.

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.