Note: The job is a remote job and is open to candidates in USA. Mews is transforming the hospitality industry with a platform that enhances guest experiences and operational efficiency. As a Customer Support Analyst, you will address a variety of technical issues faced by hospitality operators, ensuring prompt and clear communication while contributing to the team's knowledge base.
Responsibilities
- 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
Skills
- 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, Vermont, Virginia, or Wisconsin
Benefits
- Unlimited paid holiday (yes, really)
- Participation in our company share program
- Paid parental leave (6 months fully paid for primary caregivers, 2 months for secondary, available after one year of service)
- An annual Learning budget of €300 (and more for high performers) to support your development
- Monthly "EDGE" time to Explore, Develop, Grow, and Elevate yourself
- A 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
- A home office setup budget to make your workspace your own and a monthly work-from-home allowance
- Claude tokens, so you can automate workflows and build smarter, more efficient ways of working
Company Overview