Customer Support Analyst

🔥 2 minutes ago

🇦🇺 Australia – Remote

💵 $72.5k / year

⏰ Full Time

🟢 Junior

📞 Support Engineer

🚫👨‍🎓 No degree required

👻 Ghost score 0%

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Mews

WebsiteLinkedInAll Job Openings

501 - 1000 employees

🤝 B2B

🛍️ eCommerce

🏨 Hospitality

B2B • eCommerce • Hospitality

Mews is a cloud-based hospitality management platform that enables hotels and property managers to optimize their operations and enhance guest experiences. It offers solutions such as reservations management, front desk operations, digital guest services, and integrated payments. With its innovative technology, Mews empowers modern hospitality businesses to streamline processes, maximize revenue, and provide remarkable experiences for guests.

📋 Description

• Own around 30 cases a day across chat, email and phone • Resolve routine and moderately complex issues end to end within agreed SLAs • Investigate account history, workflow configuration and customer environments to identify root causes • Propose fixes rather than escalating by default • Communicate clearly and calmly with stressed, non-technical hotel teams • Redesign casework using AI, including prompts and triage approaches • Share effective AI approaches with teammates • Flag recurring issues to senior analysts or Team Leads • Write knowledge base updates • Raise Jira tickets to Product and Engineering with reproducible steps and impact

🎯 Requirements

• 1 to 3 years in a customer-facing support role in a tech environment such as SaaS, hotel tech or payments • Ideally some exposure to PMS, POS or payments support • Experience in a high-volume, queue-based setup with live chat and measurable targets such as FCR and AHT • Ability to handle several cases in parallel without letting quality slip • Root-cause investigation mindset across workflows, product behaviour and integrations • Clear, plain-language writing and speaking in native or fluent English • AI Fluency Level 3 or equivalent hands-on experience using AI tools and checking their output • Hands-on experience of hotel operations or hospitality technology (nice to have) • Working knowledge of Salesforce, Aircall, Confluence and Jira (nice to have) • Additional languages, particularly French, Dutch, German, Spanish, Gujarati or Swedish (nice to have)

🏖️ Benefits

• Unlimited paid holiday • Participation in the company share program • Paid parental leave (6 months fully paid for primary caregivers, 2 months for secondary, available after one year of service) • Annual Learning budget of €300, and more for high performers • Monthly "EDGE" time for personal development • 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 • Home office setup budget • Monthly work-from-home allowance • Claude tokens for workflow automation • Local benefits varying by location, including healthcare and retirement plans, team events, socials and other perks

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