Mews

Customer Support Analyst - Gujarati

United States

Sponsorship not specifiedDetected 2 days ago

JiraConfluenceSalesforceCustomer SupportResearchCommunicationProblem SolvingPlain Language

About the role

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:
The people on the other end of those conversations are hotel operators and GMs running real - 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.

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.
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.
Manage multiple live cases simultaneously while maintaining quality standards

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
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
1-3 years in a customer-facing role, ideally in a SaaS, technology, or hospitality technology environment
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

$64,500 - $66,000 USD
Pay Transparency at Mews
Salary ranges are provided in good faith and reflect current market conditions and

Communicate clearly with customers of varying technical backgrounds, translating complex issues into plain language
Experience assisting customers across multiple channels - chat, email, and phone
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.
Mews is used by thousands of 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.
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

This listing is sourced directly from Mews's careers page and normalized into a canonical job model.