Mews

Mews offers a cloud-native hospitality management system designed to automate operations, enhance revenue, and deliver exceptional guest experiences for modern hoteliers.

Consumer Services

Consumer Discretionary

251-1K (683)

Founded 2012

$232M raised

14 open positions

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Customer Support Analyst - APAC

47 minutes ago

Australia

Full-time

Junior

Customer Support

Customer and Technical Support

Confluence JIRA Salesforce

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Mews

Mews offers a cloud-native hospitality management system designed to automate operations, enhance revenue, and deliver exceptional guest experiences for modern hoteliers.

Consumer Services

251-1K

Founded 2012

$232M raised

View All Jobs 14

Description

Own approximately 30 support cases daily across chat, email, and phone, resolving routine and moderately complex issues within agreed SLAs.
Investigate account history, workflow configuration, and customer environments to identify root causes and recommend solutions.
Communicate clearly and calmly with hotel teams, including during urgent check-in and payment issues.
Use AI to improve investigation, triage, and drafting workflows, then share effective approaches with teammates.
Escalate recurring issues, update knowledge-base content, and create reproducible Jira tickets for Product and Engineering.
Manage multiple live conversations while maintaining service quality and meeting performance targets.

Requirements

1–3 years of experience in a customer-facing technical support role, ideally in SaaS, hotel technology, or payments.
Experience supporting PMS, POS, payments, or related hospitality systems is preferred.
Experience in a high-volume, queue-based environment using live chat and metrics such as FCR and AHT.
Strong root-cause investigation skills across workflows, product behavior, and integrations.
Native or fluent English with clear, plain-language written and verbal communication skills.
AI Fluency Level 3 or equivalent hands-on experience improving work processes with AI and validating its output.
Experience with hotel operations or hospitality technology is preferred.
Working knowledge of Salesforce, Aircall, Confluence, or Jira is preferred.
Additional language skills, particularly French, Dutch, German, Spanish, Gujarati, or Swedish, are preferred.

Benefits

Australia salary: $72,500 AUD.
Unlimited paid holiday.
Company share program.
Paid parental leave, including up to six months for primary caregivers.
Annual learning budget of €300, with additional support for high performers.
Work-from-anywhere policy, flexible hybrid work, and relocation options after one year.
Home-office setup budget and monthly work-from-home allowance.
Healthcare, retirement plans, team events, and other location-specific benefits.

Interested in this position?

Apply directly on the company website

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