Customer Support Representative - Bilingual (Hybrid, Mexico City Office)

📍 Job Overview

• Job Title: Customer Support Representative - Bilingual (Hybrid, Mexico City Office)
• Company: OpenTable
• Location: Ciudad de México, Mexico
• Job Type: Hybrid
• Category: Customer Support
• Date Posted: 2025-08-01
• Experience Level: Entry to Mid Level (0-2 years)
• Remote Status: On-site with hybrid flexibility

🚀 Role Summary

OpenTable, part of Booking Holdings, Inc., is seeking a bilingual Customer Support Representative to join their dynamic team in Mexico City. This role involves providing exceptional support to a diverse global customer base, ensuring customer satisfaction and fostering prosperous relationships with customers and restaurants. Key aspects of this role include:

• Bilingual Communication: Fluency in both English and Spanish is essential for communicating with customers and employees worldwide.
• Customer Focus: Prioritizing customer needs and going the extra mile to resolve issues and create positive experiences.
• Problem-Solving: Troubleshooting complex questions and issues, utilizing technical knowledge and adaptability.
• Relationship Building: Establishing and maintaining strong relationships with customers, understanding their needs, and providing personalized solutions.

📝 Enhancement Note: This role requires a high level of emotional intelligence, cultural sensitivity, and the ability to connect with customers from diverse backgrounds.

💻 Primary Responsibilities

• Customer Communication: Handle customer and employee calls, emails, chats, WhatsApp messages, and any future forms of contact, providing outstanding service and accurate information.
• Issue Resolution: Own the resolution to the problem, ensuring customers are not left hanging, and accurately log all contacts in the CRM (Salesforce).
• Shift Work: Work shifts that typically start no earlier than 5:00 am PT and no later than 1:00 am PT, with potential overtime during peak times/seasons.
• Holiday Work: Work on holidays, if scheduled, at an increased hourly rate.
• Team Collaboration: Work closely with the Customer Support Supervisor and other team members to ensure consistent service quality and share best practices.

📝 Enhancement Note: This role requires a high level of flexibility, adaptability, and the ability to thrive in a fast-paced, dynamic environment.

🎓 Skills & Qualifications

Education: A high school diploma or equivalent is required. Relevant college degree programs include Hospitality Management, Business Administration, or a related field.

Experience: 1+ years of experience providing customer support, preferably in a software support environment, is preferred but not required. Restaurant or hospitality industry experience is a plus.

Required Skills:

• Excellent social skills with a bias towards customer service
• Strong communication skills: active listening, writing/typing, and informal communications
• Fluency in both English and Spanish, with the ability to write in English and Spanish for digital communications
• Knowledge of current Microsoft Windows and Apple operating systems
• Experience using iOS and Apple hardware
• Problem-solving skills and a passion for helping people

Preferred Skills:

• Experience in the restaurant or hospitality industry
• Familiarity with CRM software, particularly Salesforce
• Technical knowledge and the ability to learn quickly
• Ability to work independently and in a team environment

📝 Enhancement Note: While there is some technical nature to the role, OpenTable is willing to train the right candidate with a real passion for helping people and a curiosity about connecting with others.

📊 Web Portfolio & Project Requirements (N/A)

Note: This role does not require a web portfolio or project requirements as it is not a web development, server administration, or infrastructure role.

💵 Compensation & Benefits

Salary Range: The salary range for this position is not explicitly stated. Based on regional market standards for bilingual customer support representatives in Mexico City, the estimated salary range is MXN 30,000 - 45,000 per month (USD 1,500 - 2,250).

Benefits:

• 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 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

📝 Enhancement Note: The salary range provided is an estimate based on regional market research and may vary depending on the candidate's experience and skills.

🎯 Team & Company Context

🏢 Company Culture

Industry: OpenTable operates in the hospitality and technology industries, focusing on connecting diners with restaurants and providing reservation management services.

Company Size: OpenTable is a well-established company with a global presence, employing thousands of team members worldwide. This provides ample opportunities for growth and collaboration.

Founded: OpenTable was founded in 1998 and acquired by Booking Holdings in 2014. The company has a rich history in the restaurant reservation industry and continues to innovate and expand its services.

Team Structure: The Customer Support team at OpenTable consists of dedicated professionals who work closely together to provide exceptional service to customers and restaurants. The team is led by a Customer Support Supervisor and is organized to ensure efficient and effective communication with customers.

Development Methodology: OpenTable utilizes a customer-centric approach to product development, continuously gathering feedback from customers and restaurants to improve its services. The company employs agile methodologies to ensure rapid iteration and improvement.

Company Website: OpenTable

📝 Enhancement Note: OpenTable's company culture emphasizes customer focus, innovation, and collaboration, providing an engaging and dynamic work environment for team members.

📈 Career & Growth Analysis

Customer Support Representative Role: This role involves handling customer inquiries and issues, requiring strong communication skills, problem-solving abilities, and a customer-focused mindset. The primary responsibilities include providing excellent service, resolving customer issues, and maintaining accurate records in the CRM system.

Reporting Structure: Customer Support Representatives report directly to the Customer Support Supervisor, who oversees the team's performance and ensures consistent service quality.

Technical Impact: While this role does not directly influence web products or infrastructure, Customer Support Representatives play a crucial role in maintaining customer satisfaction and fostering positive relationships with customers and restaurants, ultimately driving the success of OpenTable's services.

Growth Opportunities:

• Career Progression: With experience and strong performance, Customer Support Representatives may advance to supervisory or management roles within the Customer Support team or explore opportunities in other departments, such as Sales, Marketing, or Product Development.
• Skill Development: OpenTable offers various training and development opportunities, including access to thousands of on-demand e-learnings, leadership development programs, and Development Dollars, enabling team members to enhance their skills and advance their careers.
• Cross-Functional Collaboration: Working closely with other departments, such as Sales, Marketing, and Product Development, provides opportunities to gain exposure to different aspects of the business and contribute to OpenTable's overall success.

📝 Enhancement Note: OpenTable's global presence and diverse customer base offer numerous growth opportunities for motivated and talented team members.

🌐 Work Environment

Office Type: OpenTable's Mexico City office is a dynamic, fast-paced environment that fosters collaboration and innovation. The office is designed to accommodate hybrid work arrangements, providing team members with the flexibility to work on-site and remotely.

Office Location(s): OpenTable's Mexico City office is centrally located, making it easily accessible for team members. The office is equipped with modern facilities and amenities to support a productive and comfortable work environment.

Workspace Context:

• Collaborative Environment: OpenTable encourages a collaborative work environment, with open communication channels and regular team meetings to ensure everyone is aligned and working towards common goals.
• Tools and Resources: The office is equipped with the necessary tools and resources for team members to perform their jobs effectively, including computers, software, and communication devices.
• Cross-Functional Interaction: OpenTable's hybrid work arrangement enables team members to interact with colleagues from various departments and locations, fostering a diverse and inclusive work environment.

Work Schedule: Shifts typically start no earlier than 5:00 am PT and no later than 1:00 am PT, with potential overtime during peak times/seasons. Team members may be required to work on holidays, if scheduled, at an increased hourly rate.

📝 Enhancement Note: OpenTable's work environment is designed to support a healthy work-life balance, with flexible scheduling and remote work options to accommodate team members' personal needs and preferences.

📄 Application & Technical Interview Process

Interview Process:

1. Phone Screen: A brief phone call to assess communication skills, cultural fit, and enthusiasm for the role.
2. Behavioral Interview: A structured interview focused on understanding the candidate's problem-solving skills, customer service experience, and adaptability in a fast-paced environment.
3. Role-Play Scenario: A simulated customer support scenario to evaluate the candidate's ability to handle complex customer inquiries and resolve issues effectively.
4. Final Interview: A meeting with the hiring manager to discuss the candidate's fit for the role, team dynamics, and career growth opportunities.

Portfolio Review Tips: (N/A)

Technical Challenge Preparation: (N/A)

ATS Keywords: (N/A)

📝 Enhancement Note: While this role does not require a technical interview or portfolio review, OpenTable's interview process is designed to assess the candidate's communication skills, problem-solving abilities, and cultural fit for the role and the company.

🛠 Technology Stack & Web Infrastructure (N/A)

Note: This role does not involve web development, server administration, or infrastructure responsibilities, so there is no relevant technology stack or web infrastructure to discuss.

👥 Team Culture & Values

Customer Support Values:

• Customer Focus: Put customers first in every interaction, ensuring their needs are met and they feel valued.
• Problem-Solving: Approach every customer inquiry or issue with a solutions-oriented mindset, utilizing technical knowledge and adaptability to resolve problems efficiently.
• Integrity: Act with honesty and transparency, building trust with customers and maintaining OpenTable's reputation for excellence.
• Collaboration: Work closely with team members and other departments to ensure consistent service quality and share best practices.

Collaboration Style:

• Cross-Functional Integration: OpenTable encourages collaboration between departments, with regular meetings and communication channels to ensure everyone is aligned and working towards common goals.
• Code Review Culture: While this role does not involve coding, OpenTable fosters a culture of continuous learning and improvement, with team members regularly sharing knowledge and best practices to enhance service quality.
• Knowledge Sharing: OpenTable promotes a culture of knowledge sharing, with team members encouraged to share their expertise and experiences to help others grow and develop.

📝 Enhancement Note: OpenTable's customer support team is built on a foundation of strong communication, collaboration, and a customer-centric mindset, fostering a positive and engaging work environment for team members.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Customer Complexity: OpenTable's diverse global customer base presents unique challenges, requiring Customer Support Representatives to adapt to various customer styles and preferences.
• Issue Resolution: Troubleshooting complex customer issues and ensuring accurate and efficient resolution can be challenging, requiring strong problem-solving skills and technical knowledge.
• Volume Management: Handling a high volume of customer inquiries and maintaining service quality can be demanding, requiring exceptional time management and prioritization skills.

Learning & Development Opportunities:

• Customer Service Skills: Enhance customer service skills through on-the-job training, workshops, and e-learning resources, becoming an expert in OpenTable's customer support processes and best practices.
• Technical Skills: Develop technical skills through hands-on experience, training, and mentorship opportunities, becoming proficient in OpenTable's products, services, and CRM system.
• Leadership Development: Participate in leadership development programs and workshops to build leadership skills and prepare for future management or supervisory roles.

📝 Enhancement Note: OpenTable's dynamic and fast-paced work environment presents numerous challenges and growth opportunities for motivated and talented team members seeking to develop their skills and advance their careers.

💡 Interview Preparation

Technical Questions:

• Customer Service Scenarios: Prepare for behavioral interview questions focused on customer service experiences, problem-solving abilities, and adaptability in a fast-paced environment.
• Role-Play Scenarios: Practice handling complex customer inquiries and issues, utilizing strong communication skills and technical knowledge to resolve problems efficiently.
• Company Knowledge: Research OpenTable's products, services, and company culture to demonstrate a strong understanding of the business and a commitment to customer satisfaction.

Company & Culture Questions:

• Customer Focus: Prepare for questions that assess your understanding of OpenTable's customer-centric approach and your ability to put customers first in every interaction.
• Collaboration: Prepare for questions that evaluate your ability to work effectively with team members and other departments to ensure consistent service quality and share best practices.
• Growth Opportunities: Research OpenTable's career progression paths and development opportunities to demonstrate your long-term commitment to the company and your desire to grow and advance your career.

Portfolio Presentation Strategy: (N/A)

📝 Enhancement Note: OpenTable's interview process is designed to assess the candidate's communication skills, problem-solving abilities, and cultural fit for the role and the company. By preparing for customer service scenarios, role-play scenarios, and company knowledge questions, candidates can demonstrate their qualifications and commitment to OpenTable's customer-centric approach.

📌 Application Steps

To apply for this Customer Support Representative - Bilingual (Hybrid, Mexico City Office) position at OpenTable:

1. Submit Your Application: Click on the application link provided in the job listing and complete the online application form, providing detailed information about your experience, skills, and qualifications.
2. Prepare for Phone Screen: Review the job description and research OpenTable's company culture and products to demonstrate your enthusiasm and commitment to the role during the phone screen.
3. Practice Behavioral Interview Scenarios: Prepare for behavioral interview questions by reflecting on your past customer service experiences and developing concise, structured responses that highlight your problem-solving skills, adaptability, and customer focus.
4. Role-Play Scenario Preparation: Practice handling complex customer inquiries and issues, utilizing strong communication skills and technical knowledge to resolve problems efficiently and effectively.
5. Research OpenTable: Thoroughly research OpenTable's products, services, and company culture to demonstrate your understanding of the business and commitment to customer satisfaction during the final interview.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with OpenTable before making application decisions.