Customer Support Analyst

Mews; United States; Hybrid; AUD 60,000 - 85,000; Full time

Benefits offered by this job

Unlimited holiday

Share program

Paid parental leave

Learning budget

Flex hybrid work

Work from anywhere

Relocation options

Home office setup budget

Claude tokens support

Job summary

Mews, a hospitality tech platform, is hiring a tech support specialist to own around 30 cases daily across chat, email and phone, resolving them end-to-end within SLA and building deep knowledge of the platform fast. You'll investigate across accounts, configurations and integrations to find the real cause and propose fixes instead of escalating.

You'll draft reusable AI-driven triage and create clear Jira tickets for Product/Engineering.

Qualifications

• 1 to 3 years in tech support (SaaS, hotel tech or payments), ideally with PMS, POS or payments exposure.
• Experience in a high-volume, live-chat queue with measurable targets such as FCR and AHT.
• A root-cause habit and the composure to explain technical issues in plain language to a stressed front desk.
• AI Fluency Level 3 or the equivalent hands-on experience.

Responsibilities

• Owning around 30 cases a day across chat, email and phone, often with two or three live conversations at once, and resolving them end to end within SLA.
• Investigating across account history, workflow configuration and integrations to find the real cause, and proposing a fix rather than escalating by default.
• Redesigning how your casework runs with AI, building triage and drafting approaches teammates can reuse, and always checking the output against the customer's actual setup.
• Turning patterns into knowledge base updates and clean Jira tickets for Product and Engineering, with reproducible steps and impact.

Skills

Tech support

SaaS

Hotel tech

Payments

High-volume support

Tools

Jira

Job description

The hospitality industry is uniquely human, and it deserves technology that's just as inspiring as the people behind it. At Mews, we're transforming the industry with a platform that helps hotels run smarter, move faster and create better guest experiences.

You'll work with smart, curious people who care deeply about what they do. You'll have autonomy and the trust to make good decisions and move quickly. And you'll enjoy a real sense of purpose as you see the impact of what we're building.

If you're motivated by ownership, curiosity and meaningful impact, and are driven to deliver consistent high performance, you'll feel at home here.

About the role

Let's get into the specifics. It's impossible to capture every nuance of a role – especially at a rapidly growing company like Mews – but if we had to distil it into a job description (which we do because this is a job description), it would be this:

When a hotel can't check guests in or a payment fails, you're the person they reach, and you own it until it's fixed. Mews runs the operations of thousands of properties worldwide, connected to payments, POS and dozens of integrations, so you'll build deep knowledge of the full platform fast, and that knowledge is a direct route into senior Support, Onboarding or Product.

What you'll be doing

• Owning around 30 cases a day across chat, email and phone, often with two or three live conversations at once, and resolving them end to end within SLA
• Investigating across account history, workflow configuration and integrations to find the real cause, and proposing a fix rather than escalating by default
• Redesigning how your casework runs with AI, building triage and drafting approaches teammates can reuse, and always checking the output against the customer's actual setup
• Turning patterns into knowledge base updates and clean Jira tickets for Product and Engineering, with reproducible steps and impact

AI Fluency Level 3: you've moved past using AI for personal speed. In this role you rethink how investigation and drafting get done, build approaches the rest of the team can follow, and question what the AI gives you rather than passing it on.

For more information on AI fluency at Mews, please refer to "AI Fluency at Mews: A Comprehensive Guide for Candidates".

What we're looking for

• 1 to 3 years in tech support (SaaS, hotel tech or payments), ideally with PMS, POS or payments exposure
• Experience in a high-volume, live-chat queue with measurable targets such as FCR and AHT
• A root-cause habit and the composure to explain technical issues in plain language to a stressed front desk
• AI Fluency Level 3 or the equivalent hands‑on experience.

What's in it for you?

Our success is powered by our incredible people, supported by benefits that help them thrive.

No matter where you're based, you'll enjoy:

• Unlimited paid holiday (yes, really)
• Participation in our company share program
• Paid parental leave (6 months fully paid for primary caregivers, 2 months for secondary, available after one year of service)
• An annual Learning budget of €300 (and more for high performers) to support your development
• Monthly "EDGE" time to Explore, Develop, Grow, and Elevate yourself
• A work from anywhere policy with flexibility to work abroad for a few weeks each year
• Relocation options, available after one year
• Flexible, hybrid working options
• A home office setup budget to make your workspace your own and a monthly work‑from‑home allowance
• Claude tokens, so you can automate workflows and build smarter, more efficient ways of working

Local benefits

You'll receive additional benefits that vary by location, from healthcare and retirement plans to team events, socials and other perks. Ask us about it during your interview process.