AI-Driven Hotel Support Analyst

Mews; Rockhampton Regional; On-site; AUD 70,000 - 90,000; Full time

Job summary

Mews is seeking a customer-facing support specialist to own cases from first contact to resolution across chat, email and phone. You will work with a fast-moving team to troubleshoot issues in a multi-system environment and ensure smooth guest experiences on the Mews platform.

You will thrive in a high-volume, queue-based setup with measurable targets, using AI thoughtfully to streamline investigations and knowledge sharing.

Qualifications

• Experience in a customer-facing support role in a tech environment is preferred.
• Ability to handle high-volume queues with measurable targets such as FCR and AHT.
• Strong written and spoken English with clear, plain-language communication.

Responsibilities

• Own around 30 cases a day across chat, email and phone, resolving end-to-end within SLAs.
• Investigate root causes by gathering account history and configurations; propose fixes.
• Stay calm and adapt tone for non-technical hotel teams in stressful scenarios.
• Design and improve casework with AI prompts and triage approaches.
• Flag recurring issues and raise Jira tickets with reproducible steps and impact.

Skills

Customer service

Communication

English fluency

AI fluency

Tools

Salesforce

Aircall

Confluence

Jira

Job description

Mews is seeking a customer-facing support specialist to own cases from first contact to resolution across chat, email and phone. You will work with a fast-moving team to troubleshoot issues in a multi-system environment and ensure smooth guest experiences on the Mews platform.

You will thrive in a high-volume, queue-based setup with measurable targets, using AI thoughtfully to streamline investigations and knowledge sharing.