Senior Support Analyst – AI-Driven Hotel SaaS

mewssystems; United States; Remote; USD 74,000 - 90,000; Full time

Benefits offered by this job

Unlimited paid holiday

Company share program

Paid parental leave

Learning budget (annual)

Job summary

Mews is hiring a Senior Support Analyst to own complex customer cases and maintain strong relationships with hotels using our hospitality tech platform. You will work across phone, email, chat, and video, collaborating with Product, R&D, and senior teams to improve adoption and efficiency.

We seek someone who can balance analytical problem-solving with AI-driven approaches, ensuring high-quality resolutions while shaping feedback into product improvements.

Qualifications

• Experience in a technical customer support role, ideally in SaaS or hospitality technology.
• Analytical skills strong enough to work through complex, escalated cases and identify the root issue.
• Fluency in English and Gujarati (written and spoken).
• Availability for shift work, including weekends and bank holidays.
• AI Fluency Level 3: redesigned elements of a support workflow using AI and evaluate AI output critically.

Responsibilities

• Handle complex customer cases via phone, email, chat, and video, resolving situations that go beyond standard support paths.
• Work consultatively with customers to improve how they use Mews, identifying adoption gaps and efficiency opportunities.
• Spot patterns across incoming cases and bring signals to Product, R&D, and senior support.
• Use AI to identify case resolution patterns, build knowledge base content, and develop support approaches for the team.
• Critically evaluate AI-generated suggestions before applying them to customer situations and share that judgment with colleagues.

Skills

Technical customer support

Analytical skills

English & Gujarati fluency

Shift work availability

AI Fluency Level 3

Salesforce

Aircall

Tools

Salesforce

Aircall

Job description

Mews is hiring a Senior Support Analyst to own complex customer cases and maintain strong relationships with hotels using our hospitality tech platform. You will work across phone, email, chat, and video, collaborating with Product, R&D, and senior teams to improve adoption and efficiency.

We seek someone who can balance analytical problem-solving with AI-driven approaches, ensuring high-quality resolutions while shaping feedback into product improvements.