Senior Technical Application and Onboarding Specialist

Job not on LinkedIn

🔥 13 hours ago

🇺🇸 United States – Remote

💵 $105.5k - $136.5k / year

⏰ Full Time

🟠 Senior

🚀 Onboarding Specialist

👻 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 one Mews product area end to end from the Specialist Hub • Support complex implementations involving configuration, integrations, APIs and non-standard requirements • Act as the technical escalation point for issues blocking go-live • Provide third-tier support to Onboarding Managers and Customer Success on configuration, troubleshooting and edge cases • Advise Customer Success Managers on feasibility for new leads • Own performance metrics including CSAT, time to resolution, repeat question rate and deflection rate • Act when timelines, SLAs or onboarding health are at risk • Own and maintain knowledge base content for the product area • Use AI to redesign knowledge-base creation, maintenance and verification • Work with Product and R&D on technical escalations, recurring onboarding problems and product feedback • Contribute to product testing, blitz testing, hackathons and strategic projects • Feed customer insights back into product development

🎯 Requirements

• 3+ years in technical applications, implementation, onboarding or technical support in a SaaS environment • Proven experience supporting complex implementations and managing multiple priorities independently • Hands-on troubleshooting across software configuration, integrations and APIs • Ability to translate customers' technical requirements into the right implementation approach • Analytical, metrics-led approach to identifying risk and taking action • Project management skills to keep several implementations moving simultaneously • Experience building or improving processes • Clear communication with technical and non-technical audiences • AI Fluency Level 3 or equivalent hands-on experience redesigning work using AI and validating its output • Working knowledge of Salesforce, Jira and Confluence • Experience in hospitality technology or with PMS, payments or distribution systems • Bachelor's degree in a relevant field, or equivalent practical experience (nice to have)

🏖️ Benefits

• Unlimited paid holiday • Participation in the company share program • Paid parental leave: 6 months fully paid for primary caregivers and 2 months for secondary caregivers, available after one year of service • Annual Learning budget of €300, with more for high performers • Monthly "EDGE" time to Explore, Develop, Grow, and Elevate yourself • 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 and productivity • Local benefits varying by location, including healthcare and retirement plans, team events, socials and other perks

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