Guest Experience Support Analyst (AI-Driven)

Mews

Townsville City

On-site

AUD 55,000 - 75,000

Full time

6 days ago

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Job summary

Mews is seeking a customer‑facing support specialist to help hotels run smarter on the Mews platform. You’ll own about 30 cases a day across chat, email and phone, resolve issues end to end, and collaborate with Product and Engineering to improve the knowledge base.

Ideal candidates have 1–3 years in SaaS or hotel-tech support, strong English communication, and a proactive, analytical mindset. You’ll work in a high‑volume environment with clear targets and opportunities to grow.

Qualifications

1–3 years in a customer-facing support role in a tech environment such as SaaS, hotel tech or payments.
Experience in high-volume, queue-based setup with live chat and measurable targets.
Root-cause habit: 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 real cause, proposing fixes rather than escalating.
Stay calm and clear when stakes are high and adapt tone for non-technical hotel teams.
Redesign casework with AI: create prompts and triage approaches to cut handling time and share best practices.
Flag recurring issues to senior analysts, write knowledge base updates, and raise Jira tickets with reproducible steps.