Hospitality Tech Support Analyst

Mews; South Australia; On-site; AUD 55,000 - 75,000; Full time

Job summary

Mews is seeking a customer-focused support specialist to help hotels run smarter on the Mews platform. You will handle a mix of chat, email and phone inquiries, guiding guests and property teams from initial contact to resolution with speed and care.

Bring 1–3 years in a tech support role, strong English communication, and a proactive, analytical mindset. Familiarity with hotel tech and AI fluency are plus points. This is a full-time role in Australia.

Qualifications

• 1–3 years in a customer-facing support role in tech/SaaS.
• Experience handling high-volume queues with chat, email and phone.
• Strong problem-solving and ability to explain technical details clearly.

Responsibilities

• Own around 30 cases a day across chat, email and phone, resolving end-to-end within SLAs.
• Investigate by gathering history and environment to identify root cause.
• Maintain calm and clear communication with stressed hotel teams.
• Design case workflows using AI, create prompts and triage approaches.
• Flag recurring issues and contribute to knowledge base and Jira tickets with steps.

Skills

Customer support

SaaS

English communication

AI fluency

Tools

Salesforce

Aircall

Confluence

Jira

Job description

Mews is seeking a customer-focused support specialist to help hotels run smarter on the Mews platform. You will handle a mix of chat, email and phone inquiries, guiding guests and property teams from initial contact to resolution with speed and care.

Bring 1–3 years in a tech support role, strong English communication, and a proactive, analytical mindset. Familiarity with hotel tech and AI fluency are plus points. This is a full-time role in Australia.