Customer Support Analyst - APAC

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

Role overview

A hospitality-technology platform is hiring a Customer Support Analyst to serve property teams across the APAC region. The role owns roughly 30 cases per day across chat, email, and phone, investigating issues that span property management, payments, and third-party integrations. It suits someone who treats support as a product discipline and is comfortable reshaping their own workflow with AI tools.

Responsibilities

• Manage a high-volume queue of approximately 30 cases per day across chat, email, and voice, resolving routine to moderately complex issues end-to-end against defined SLAs while running two or three live conversations in parallel.
• Diagnose root causes by pulling account history, reviewing workflow configuration, and mapping the customer's full system environment, then proposing a fix rather than escalating by default.
• Stay composed and adjust tone for non-technical hotel teams during high-stakes moments such as check-in outages or payment failures during peak hours.
• Redesign personal casework using AI, building prompts and triage approaches that shorten handling time, and share what works so peers can adopt the same playbook.
• Surface recurring issues to senior analysts, contribute knowledge-base updates, and file clean engineering tickets with reproducible steps and customer impact.
• Verify every AI-generated response against the customer's actual configuration before it reaches them.

Requirements

• 1 to 3 years in a customer-facing support role within a tech environment such as SaaS, hotel technology, or payments, with some exposure to property management, point-of-sale, or payments support.
• Background in a queue-based, high-volume setting with measurable targets such as first-contact resolution and average handling time, balancing speed and quality.
• A root-cause mindset: connecting signals across workflows, product behaviour, and integrations rather than closing tickets at the surface.
• Clear, plain-language written and spoken English at a native or fluent level, with the ability to translate technical detail into action for a front desk.
• Demonstrated hands-on AI fluency equivalent to an internal Level 3 standard, including prompt design, output validation, and workflow redesign.

Nice to have

• Direct experience in hotel operations or hospitality technology.
• Working knowledge of Salesforce, Aircall, Confluence, and Jira.
• Additional languages, particularly French, Dutch, German, Spanish, Gujarati, or Swedish.

Benefits and work setup

• Remote-first culture with hybrid flexibility and a work-from-anywhere policy that allows limited travel while working abroad each year.
• Relocation support available after one year of tenure.
• Home office setup budget plus a monthly remote-work allowance.
• Access to AI tooling and tokens for building internal automations.
• Location-specific benefits such as healthcare, retirement planning, and team socials, with details shared during the interview process.
• Indicative compensation for Australia: approximately 72,500 AUD, with pay-transparency commitments in line with local legislation.