Hospitality Tech Support Analyst — AI-Driven, Impactful

Mews

Wollongong City Council

On-site

AUD 60,000 - 90,000

Full time

7 days ago

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Job summary

Mews is seeking a customer support specialist to help hotels run smarter and guest experiences. You will own cases from first contact to resolution across chat, email and phone, working in a fast-paced hotel tech environment with multiple live conversations.

You’ll troubleshoot issues related to payments, integrations and platform features, gathering context, guiding guests, and collaborating with Product and Engineering to reduce friction. English proficiency required.

Qualifications

1–3 years in a customer-facing support role in a tech environment (SaaS, hotel tech or payments).
Experience in high-volume, queue-based support with live chat and measurable targets (FCR, AHT).
Root-cause mindset: connect dots across workflows, product behavior and integrations.
Clear, native or fluent English writing and speaking.
Experience using AI tools to improve work and check outputs.

Responsibilities

Own ~30 cases daily across chat, email, and phone, resolving end-to-end within SLAs.
Investigate by reviewing account history and environment to identify root cause and propose fixes.
Maintain calm and clear communication with non-technical hotel teams in stressful situations.
Collaborate to redesign case workflow using AI prompts and triage approaches.
Raise Jira tickets with reproducible steps and impact; contribute to knowledge base.