Senior Support Analyst, AI-Driven Hospitality Tech

Mews; United States; On-site; USD 85,000 - 120,000; Full time

Benefits offered by this job

Unlimited paid holiday

Company share program

Paid parental leave (6 months primary,

2 months secondary after one year

Annual Learning budget €300

EDGE time

Work from anywhere policy

Relocation options after one year

Flexible hybrid working

Home office setup budget

Claude tokens

Job summary

Mews is seeking a Senior Support Analyst to manage complex cases across multiple channels and territories, helping customers stay with the platform and grow. This role offers a path to specialisation or leadership within hospitality technology support.

You’ll work with curious, autonomous teammates who value impact, develop robust AI-enabled processes, and contribute directly to product improvement while delivering high-performance service.

Qualifications

• Experience in a customer support role, ideally in SaaS or hospitality technology.
• Analytical skills and the ability to work through complex situations with confidence.
• AI Fluency Level 3: redesigned support workflows using AI, built approaches others follow, and evaluated AI output.

Responsibilities

• Handle complex cases across phone, email, chat, and video, resolving complex situations that require senior judgment.
• Work consultatively with customers to improve how they use Mews, not just to close the immediate case.
• Use AI to spot case patterns, build knowledge content, and develop resolution approaches adopted across the team.
• Surface patterns in issues with clear documentation to Product and R&D, influencing product improvement.

Skills

Fluent English

Fluent Gujarati

AI Fluency Level 3

SaaS/hospitality tech support

Analytical problem solving

Job description

Mews is seeking a Senior Support Analyst to manage complex cases across multiple channels and territories, helping customers stay with the platform and grow. This role offers a path to specialisation or leadership within hospitality technology support.

You’ll work with curious, autonomous teammates who value impact, develop robust AI-enabled processes, and contribute directly to product improvement while delivering high-performance service.