Note: The job is a remote job and is open to candidates in USA. Mews provides hospitality technology that helps hotels operate more efficiently and improve guest experiences. The Customer Support Specialist handles complex, escalated customer cases across multiple channels, advises customers on platform adoption, identifies recurring issues, and uses AI to improve support workflows and knowledge resources.
Responsibilities
- Handle complex customer cases via phone, email, chat, and video, resolving situations that go beyond standard support paths
- Work consultatively with customers to improve how they use Mews, identifying adoption gaps and efficiency opportunities rather than just resolving individual tickets
- Spot patterns across incoming cases and bring clear, documented signals to Product, R&D, and senior support
- Use AI to identify case resolution patterns, build knowledge base content, and develop support approaches that your colleagues across the team can adopt
- Critically evaluate AI-generated suggestions before applying them to customer situations, and share that judgment with colleagues as a practical part of how the team improves
Skills
- Experience in a technical customer support role, ideally in SaaS or hospitality technology
- Analytical skills strong enough to work through complex, escalated cases and identify the root issue without needing everything handed to you
- Fluency in English and Gujarati (written and spoken), with clear and effective communication across all channels
- Availability for shift work, including a regular rotation covering weekends and bank holidays
- AI Fluency Level 3: you've redesigned elements of a support workflow using AI, built approaches that others follow, and you evaluate AI output critically before applying it
- To be eligible for this position, you must be based in one of the following US states: Arizona, Florida, Georgia, Kansas, Montana, North Carolina, Ohio, South Carolina, Tennessee, Texas, Utah, Vermont, Virginia, Wisconsin
- Background in hotel operations — understanding the environment your customers work in changes how you support them
- Experience with Salesforce, Aircall, or comparable support tooling
Benefits
- Unlimited paid holiday
- 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
- Additional benefits that vary by location, from healthcare and retirement plans to team events, socials and other perks
Company Overview