Customer Support Analyst - Apac

Mews; North Lismore; On-site; AUD 60,000 - 90,000; Full time

Job summary

Mews is transforming hospitality tech, seeking a customer-facing support specialist to handle 30 daily cases across chat, email and phone. You’ll diagnose issues in a multi-system setup, from guest check-ins to payment failures, maintaining calm, clear communication with non-technical hotel teams.

You’ll build deep product knowledge fast, with opportunities to advance into senior Support, Onboarding or Product as you grow your expertise, including AI-enabled triage strategies.

Qualifications

• 1–3 years in a customer-facing support role in a tech environment (SaaS, hotel tech or payments).
• Experience in a high-volume, queue-based setup with live chat and measurable targets (FCR, AHT).
• Root-cause mindset to connect workflows, product behavior and integrations.

Responsibilities

• Own around 30 cases a day across chat, email and phone, resolving routine and moderately complex issues end to end within SLAs.
• Investigate by gathering account history and environment to find the actual cause and propose fixes.
• Stay calm and clear when stakes are high and adapt tone for non-technical hotel teams.
• Redesign casework using AI, build prompts, and share playbooks with teammates.
• Raise Jira tickets with reproducible steps and impact to Product and Engineering.

Skills

Customer-facing support

High-volume support

Root-cause analysis

Clear communication

AI fluency

Tools

Salesforce

Aircall

Confluence

Jira

Job description

Job Description

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:

You'd be the person a hotel reaches when something in Mews isn't working: a guest who can't be checked in, a payment that didn't go through, an integration that stopped syncing. You own those cases from first message to resolution across chat, email and phone, and the way you handle them is a large part of how customers experience Mews day to day. Hotels run on the platform around the clock, so the people who keep them moving are not a cost centre here, they are the product in action.

The problems are real and varied. Mews sits at the centre of a property's operations, connected to payments, channel managers, POS systems and dozens of integrations, which means most cases involve working out which part of a multi-system setup is actually causing the friction. You'll build deep knowledge of the full platform fast, and that knowledge is the foundation for wherever you go next, whether that's senior Support, Onboarding or Product.

What you would do

• Own around 30 cases a day across chat, email and phone, resolving routine and moderately complex issues end to end within agreed SLAs, often with two or three live conversations running at once
• Investigate properly: gather account history, workflow configuration and the customer's environment to find the actual cause, and propose a fix rather than escalating by default
• Stay calm and clear when the stakes are high, such as a property that can’t check guests in or a payment failure during a busy evening, and adapt your tone for stressed, non-technical hotel teams
• Redesign how your own casework runs using AI, building prompts and triage approaches that cut handling time and sharing what works so teammates can follow the same playbook
• Flag recurring issues to senior analysts or Team Leads, write knowledge base updates based on what you see, and raise clean Jira tickets to Product and Engineering with reproducible steps and impact

AI Fluency Level 3: in this role that means going well beyond using the knowledge bot and suggested replies that come with the toolkit. You rethink how your own investigation and drafting runs with AI, work out which parts of a case it handles well and which it doesn't, turn that into approaches teammates can pick up and reuse, and check everything it produces against the customer’s actual configuration before it reaches them.

For more information on AI fluency at Mews, please refer to on Confluence.

What you would bring

• 1 to 3 years in a customer-facing support role in a tech environment such as SaaS, hotel tech or payments, ideally with some exposure to PMS, POS or payments support
• Experience in a high-volume, queue-based setup with live chat and measurable targets such as FCR and AHT, handling several cases in parallel without letting quality slip
• A root-cause habit: you want to know why something broke, not just how to close the ticket, and you connect the dots across workflows, product behaviour and integrations
• Clear, plain-language writing and speaking in native or fluent English, with a knack for turning technical detail into something a front desk can act on
• AI Fluency Level 3 or the equivalent hands‑on experience: you’ve already changed how you work using AI tools and check their output rather than taking it at face value

Nice to have

• Hands‑on experience of hotel operations or hospitality technology
• Working knowledge of Salesforce, Aircall, Confluence and Jira
• Additional languages, particularly French, Dutch, German, Spanish, Gujarati or Swedish