Customer Support Analyst - German

Mews; España; On-site; PHP 2,156,721 - 3,235,082; Full time

Job summary

Mews is looking for a Customer Support Analyst to join their team in Spain. In this role, you will provide technical support for Mews’ hospitality cloud solutions, helping clients navigate challenges and ensuring they derive maximum value from the product.

The ideal candidate will be fluent in English and German, possess customer service experience, and be ready to work shifts to support customers globally. If you are tech-savvy and passionate about hospitality, we want to hear from you!

Qualifications

• Fluent in English and German.
• Experience in customer service roles in SaaS or hotels.
• Ability to communicate effectively across different organizational levels.

Responsibilities

• Provide technical support to customers via messaging, email, and phone.
• Build rapport with customers and improve their usage of Mews’ solutions.
• Maintain thorough documentation and improve internal knowledge base.

Skills

Fluent in English

Fluent in German

Customer service experience

Tech-savviness

Experience in hotels

Tools

Property Management Systems

Job description

At Mews, we dream big. As a Hotel Tech unicorn valued at $2.5b, we’re propelling new‑generation cloud technology within global hospitality. With our industry‑leading property management solution, we’re enabling the world’s most revolutionary hospitality brands to accelerate their digital transformation.

We’re on the lookout for ambitious, tenacious, and passionate people who want to join the next generation of innovators and disrupt the hospitality industry with us.

About the role

As a Customer Support Analyst, you will demonstrate a unique combination of people skills and tech savvy as you will be speaking, messaging, and emailing with clients and helping them navigate any challenges they have with our hospitality cloud. It’s a unique opportunity where you will learn a ton and gain invaluable experience in a tech company with a startup vibe.

Your mission, should you choose to accept it:

1. Develop an in-depth understanding of Mews’ solutions, serving as an ambassador to our customers, ensuring they are achieving great value from our products.

2. Provide exceptional support for customers on technical issues via messaging, email, and phone.

3. Consult with customers proactively on ways to improve usage and efficiency.

4. Build and retain rapport with appointed “Mews person” at customer sites.

5. Maintain thorough customer documentation.

6. Continuously improve internal knowledge base.

7. Leverage Support tooling to document customer issues thoroughly.

You’ll be a great fit if you bring a few of the below with you:

• Located in Spain
• Native or fluent in English and German
• Experience working in hotels and/or customer service roles in SaaS
• Experience using Property Management Systems is a bonus
• Outgoing, social, ready to communicate with employees, customers and partners across different countries and different organizational levels
• Ability to take feedback, learn quickly and adapt to new situations
• Willingness to work in shifts as we support our customers around the globe 24/7
• Shifts rotation is:
• Early: 07:00–16:00
• Day: 09:00–18:00
• Late: 13:00–22:00

Everyone is welcome at Mews

We’re an equal opportunities employer. To reimagine the art of hospitality, we need teams that represent our global and diverse customers and users. Our differences make Mews, so we welcome people of all backgrounds and identities to work with us. We embrace different perspectives, encourage trying new things and want everyone to feel safe bringing their authentic self to work. If this sounds like you and you’re ready to join a global, innovative and exciting community, we’d love to hear from you.