Guest Experience Tech Support Specialist

Mews; North Lismore; In loco; AUD 60.000 - 90.000; Tempo pieno

Descrizione del lavoro

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.

Competenze

• 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.

Mansioni

• 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.

Conoscenze

Customer-facing support

High-volume support

Root-cause analysis

Clear communication

AI fluency

Strumenti

Salesforce

Aircall

Confluence

Jira

Descrizione del lavoro

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.