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Customer Support Analyst
Full-time
Help make the world more hospitable
The hospitality industry is uniquely human, and it deserves technology that's just as inspiring as the people behind it. At Mews, we're transforming the industry with a platform that helps hotels run smarter, move faster and create better guest experiences.
You'll work with smart, curious people who care deeply about what they do. You'll have autonomy and the trust to make good decisions and move quickly. And you'll enjoy a real sense of purpose as you see the impact of what we're building.
If you're motivated by ownership, curiosity and meaningful impact, and are driven to deliver consistent high performance, you'll feel at home here.
About the role
Let's get into the specifics. It's impossible to capture every nuance of a role – especially at a rapidly growing company like Mews – but if we had to distil it into a job description (which we do because this is a job description), it would be this:
When a hotel can't check guests in or a payment fails, you're the person they reach, and you own it until it's fixed. Mews runs the operations of thousands of properties worldwide, connected to payments, POS and dozens of integrations, so you'll build deep knowledge of the full platform fast, and that knowledge is a direct route into senior Support, Onboarding or Product.
What you'll be doing
Owning around 30 cases a day across chat, email and phone, often with two or three live conversations at once, and resolving them end to end within SLA
Investigating across account history, workflow configuration and integrations to find the real cause, and proposing a fix rather than escalating by default
Redesigning how your casework runs with AI, building triage and drafting approaches teammates can reuse, and always checking the output against the customer's actual setup
Turning patterns into knowledge base updates and clean Jira tickets for Product and Engineering, with reproducible steps and impact
AI Fluency Level 3:
you've moved past using AI for personal speed. In this role you rethink how investigation and drafting get done, build approaches the rest of the team can follow, and question what the AI gives you rather than passing it on.
For more information on AI fluency at Mews, please refer to "AI Fluency at Mews: A Comprehensive Guide for Candidates".
What we're looking for
1 to 3 years in tech support (SaaS, hotel tech or payments), ideally with PMS, POS or payments exposure
Experience in a high-volume, live-chat queue with measurable targets such as FCR and AHT
A root-cause habit and the composure to explain technical issues in plain language to a stressed front desk
AI Fluency Level 3 or the equivalent hands-on experience.
What's in it for you?
Our success is powered by our incredible people, supported by benefits that help them thrive.
Global benefits
No matter where you're based, you'll enjoy:
Unlimited paid holiday (yes, really)
Participation in our company share program
Paid parental leave (6 months fully paid for primary caregivers, 2 months for secondary, available after one year of service)
Monthly "EDGE" time to Explore, Develop, Grow, and Elevate yourself
A work from anywhere policy with flexibility to work abroad for a few weeks each year
Relocation options, available after one year
Flexible, hybrid working options
A home office setup budget to make your workspace your own and a monthly work-from-home allowance
Claude tokens, so you can automate workflows and build smarter, more efficient ways of working
Local benefits
You'll receive additional benefits that vary by location, from healthcare and retirement plans to team events, socials and other perks. Ask us about it during your interview process.
