Hospitality Tech Support Analyst - AI-Driven, High Impact

Mews; Australia; On-site; AUD 65,000 - 80,000; Full time

Benefits offered by this job

Unlimited paid holiday

Company share program

Paid parental leave

Learning budget

EDGE time

Work from anywhere

Relocation options

Flexible hybrid

Home office budget

Claude tokens

Job summary

Mews is hiring a customer-focused support professional to help hotels run smarter on our platform. You’ll own a high-volume queue, resolving complex issues across chat, email and phone with a calm, clear approach.

You’ll collaborate with product and engineering, use AI to improve your workflows, and grow into senior roles, onboarding or product as you deepen knowledge of PMS, POS and integrations.

Qualifications

• 1 to 3 years in a customer-facing support role in a tech environment such as SaaS, hotel tech or payments.
• 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.

Responsibilities

• 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.

Skills

Customer support

SaaS

High-volume queues

English writing

AI fluency

Tools

Salesforce

Aircall

Confluence

Jira

Job description

Mews is hiring a customer-focused support professional to help hotels run smarter on our platform. You’ll own a high-volume queue, resolving complex issues across chat, email and phone with a calm, clear approach.

You’ll collaborate with product and engineering, use AI to improve your workflows, and grow into senior roles, onboarding or product as you deepen knowledge of PMS, POS and integrations.