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.
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:
As a Customer Support Analyst at Mews, you'll be at the heart of our customer experience. You'll help hospitality professionals solve problems, get the most out of our platform, and ensure they feel supported every step of the way.
This role is ideal for someone who enjoys problem-solving, thrives in a fast-paced environment, and is passionate about delivering exceptional customer experiences. Every interaction is an opportunity to build trust, provide value, and help our customers succeed.
- Resolve customer queries across chat, email, and phone channels.
- Investigate and troubleshoot product, payments, and integration-related issues.
- Deliver clear, accurate, and empathetic support to customers of varying technical abilities.
- Take ownership of cases from initial contact through to resolution.
- Manage multiple conversations and cases simultaneously while maintaining quality and response standards.
- Apply structured troubleshooting techniques to identify root causes and recommend solutions.
- Gather relevant context from customer accounts, workflows, and system configurations to drive effective resolutions.
- Recognize patterns and recurring issues and proactively suggest improvements.
- Escalate complex cases appropriately while providing clear documentation and investigation findings.
- Share knowledge and document solutions to help improve team effectiveness.
- Contribute to maintaining and improving internal and external knowledge bases.
- Participate actively in team meetings, coaching sessions, and continuous learning initiatives.
- Collaborate with Product, Engineering, Content, and other Customer Experience teams.
- 1–3 years of experience in a customer-facing support role, ideally within a SaaS, technology, or hospitality technology environment.
- Experience supporting customers through multiple channels, including chat, email, and phone.
- Experience working in a high-volume environment with service-level targets and performance metrics.
- Hospitality or hotel technology experience is a strong advantage.
- Strong troubleshooting and problem-solving skills.
- Ability to learn and navigate complex software products and multiple systems.
- Familiarity with support tools such as Salesforce, Aircall, Jira, and Confluence.
- Understanding of support processes, ticket management, and escalation workflows.
- Comfortable using AI-powered tools to improve productivity and customer outcomes.
- Excellent verbal and written communication skills.
- Ability to explain technical concepts in a simple, customer-friendly way.
- Comfortable managing challenging conversations with empathy and professionalism.
- Native or fluent English and Gujarati.
- Willingness to work in shifts as we support our customers around the globe 24/7. Shifts rotation is:
Early: 07:00–16:00
Day: 09:00–18:00
Late: 13:00–22:00
To be eligible for this position, you must be based in one of the following US states: Arizona, Florida, Georgia, Kansas, Montana, North Carolina, Ohio, South Carolina, Tennessee, Texas, Utah, Vermont, Virginia, Wisconsin.
Our success is powered by our incredible people, supported by benefits that help them thrive.
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)
- An annual Learning budget of €300 (and more for high performers) to support your development
- 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
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.
We're an equal opportunities employer. We value teams that reflect the diversity of the customers and communities we serve. Different perspectives make better ideas, stronger products and a more welcoming company.
We also believe transparency is important when deciding if you're the right fit. Mews is an ambitious, high-pressure environment of continuous learning and high standards. Success here requires resilience, adaptability and a willingness to solve difficult problems.
A few things that define how we work:
- High autonomy means high responsibility. People are expected to take ownership and drive outcomes. There isn't a detailed playbook for everything, and that's part of what makes the work challenging – and rewarding.
- Change is constant. We're growing quickly and adapting as we scale. Teams, processes and priorities continue to evolve, and only people who stay curious and agile will thrive.
- We're remote-first, not relationship-free. Flexibility is core to how we work, but strong relationships still matter. Our teams are global, so we need expert collaborators and communicators to help us move forward together.
- AI is an integral part of our processes. It's not here to steal people's jobs, but to amplify efficiency and productivity. We're motivated to proactively use the technology to seek out better ways of working and share our findings with the rest of the company.
If there's anything we can do to support you during the application process, let us know.
We don't discriminate on the basis of race, religion, colour, nationality, gender, sexual orientation, age, marital status, veteran status, disability or any other protected characteristic.
One final thing: don't hold back. If you don't meet 100% of the criteria in this job description but you're certain you could make a big impact, apply. Everyone should have equal access to opportunities, and we're committed to providing an inclusive experience.
If Mews sounds like the kind of environment where you'd thrive, we'd love to hear from you.
