AI-Powered Support Analyst: Remote-First, High-Volume

mewssystems; United States; Hybrid; USD 42,000 - 57,000; Full time

Benefits offered by this job

Remote-first culture

Hybrid flexibility

Relocation support

Home office budget

AI tooling access

Healthcare benefits

Retirement planning

Team socials

Job summary

mewssystems in the hospitality-technology space seeks a Customer Support Analyst to assist property teams across the APAC region. You will manage about 30 cases daily via chat, email and phone, handling issues from property management to payments and third-party integrations.

The role treats support as a product discipline, reshaping workflows with AI tools and maintaining calm during outages or payment failures. Remote-first with hybrid options and relocation support after tenure.

Qualifications

• 1 to 3 years in a customer-facing support role in a tech environment such as SaaS, hotel technology, or payments.
• Experience in a queue-based, high-volume setting with measurable targets like FCR and AHT.
• Strong root-cause mindset and ability to translate technical detail for non-technical users.

Responsibilities

• Handle about 30 cases per day across chat, email and voice, resolving routine to moderately complex issues end-to-end with defined SLAs.
• Diagnose root causes by reviewing history, configurations and environment, proposing fixes rather than escalating by default.
• Maintain composure and adjust tone for non-technical hotel teams during outages or payment failures.
• Redesign personal casework using AI, create prompts and triage approaches to shorten handling time.
• Surface recurring issues, contribute to KB updates, and file clear engineering tickets with reproducible steps.
• Verify every AI-generated response against the customer's actual configuration before sending.

Job description

mewssystems in the hospitality-technology space seeks a Customer Support Analyst to assist property teams across the APAC region. You will manage about 30 cases daily via chat, email and phone, handling issues from property management to payments and third-party integrations.

The role treats support as a product discipline, reshaping workflows with AI tools and maintaining calm during outages or payment failures. Remote-first with hybrid options and relocation support after tenure.