Job Opportunities API

Help make the world more hospitable 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:   As a Customer Support Analyst at Mews, you'll handle the full range of issues that hospitality operators run into: payments not going through, integrations misbehaving, configuration questions, and everything in between. The people on the other end of those conversations are hotel operators and GMs running real properties — and when something is broken, they need a clear answer fast. Your job is to be that person: technically grounded, calm under pressure, and good at getting to the root of a problem without making the customer work  for it. Mews is used by thousands of properties worldwide, and the Customer Support team is a core part of how customers experience the product. This role sits within a global team that operates 24/7 across shift rotations — which means real variety in what you're handling and genuine scope to develop as a problem-solver within a fast-moving hospitality technology platform. What you would do Resolve customer queries across chat, email, and phone, owning cases from first contact through to resolution Investigate and troubleshoot product, payments, and integration issues — applying structured diagnostic thinking to find root causes, not just workarounds Communicate clearly with customers of varying technical backgrounds, translating complex issues into plain language Manage multiple live cases simultaneously while maintaining quality standards Recognise patterns in recurring issues and surface improvement suggestions proactively Escalate complex cases with full documentation and investigation findings so nothing gets lost in the handoff Contribute to internal and external knowledge bases, documenting what you've learned to make the whole team more effective Work across product, engineering, content, and CXD teams when issues need cross-functional resolution What you would bring 1–3 years in a customer-facing role, ideally in a SaaS, technology, or hospitality technology environment Experience assisting customers across multiple channels — chat, email, and phone Strong troubleshooting and problem-solving instincts — you're comfortable not knowing the answer at the start, as long as you know how to find it Ability to learn and navigate complex software products Familiarity with tools such as Salesforce, Aircall, Jira, or Confluence Clear written and verbal communication, including the ability to manage difficult conversations with professionalism You already use AI as a real part of your workflow — for productivity, research, drafting, or process work — and you're ready to build on that Native or fluent English and Gujarati Based in one of the following US states: Arizona, Florida, Georgia, Kansas, Montana, North Carolina, Ohio, South Carolina, Tennessee, Texas, Utah, Ver