Customer Support Analyst - APAC
Mews · Australia ·
- Work mode
- Hybrid
- Category
- Support
- Experience
- 1+ years
Help make the world more hospitable
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.
You’ll work with smart, curious people who care deeply about what they do. You’ll have autonomy and the trust to make good decisions and move quickly. 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.
About the role
Let's get into the specifics. 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:
You'd be the person a hotel reaches when something in Mews isn't working: a guest who can't be checked in, a payment that didn't go through, an integration that stopped syncing. You own those cases from first message to resolution across chat, email and phone, and the way you handle them is a large part of how customers experience Mews day to day. Hotels run on the platform around the clock, so the people who keep them moving are not a cost centre here, they are the product in action.
The problems are real and varied. Mews sits at the centre of a property's operations, connected to payments, channel managers, POS systems and dozens of integrations, which means most cases involve working out which part of a multi-system setup is actually causing the friction. You'll build deep knowledge of the full platform fast, and that knowledge is the foundation for wherever you go next, whether that's senior Support, Onboarding or Product.
What you would do
- Own around 30 cases a day across chat, email and phone, resolving routine and moderately complex issues end to end within agreed SLAs, often with two or three live conversations running at once
- Investigate properly: gather account history, workflow configuration and the customer's environment to find the actual cause, and propose a fix rather than escalating by default
- Stay calm and clear when the stakes are high, such as a property that can't check guests in or a payment failure during a busy evening, and adapt your tone for stressed, non-technical hotel teams
- Redesign how your own casework runs using AI, building prompts and triage approaches that cut handling time and sharing what works so teammates can follow the same playbook
- Flag recurring issues to senior analysts or Team Leads, write knowledge base updates based on what you see, and raise clean Jira tickets to Product and Engineering with reproducible steps and impact
AI Fluency Level 3: in this role that means going well beyond using the knowledge bot and suggested replies that come with the toolkit. You rethink how your own investigation and drafting runs with AI, work out which parts of a case it handles well and which it doesn't, turn that into approaches teammates can pick up and reuse, and check everything it produces against the customer's actual configuration before it reaches them.
For more information on AI fluency at Mews, please refer to "AI Fluency at Mews: A Comprehensive Guide for Candidates" on Confluence.
What you would bring
- 1 to 3 years in a customer-facing support role in a tech environment such as SaaS, hotel tech or payments, ideally with some exposure to PMS, POS or payments support
- Experience in a high-volume, queue-based setup with live chat and measurable targets such as FCR and AHT, handling several cases in parallel without letting quality slip
- A root-cause habit: you want to know why something broke, not just how to close the ticket, and you connect the dots across workflows, product behaviour and integrations
- Clear, plain-language writing and speaking in native or fluent English, with a knack for turning technical detail into something a front desk can act on
- AI Fluency Level 3 or the equivalent hands-on experience: you've already changed how you work using AI tools and check their output rather than taking it at face value
Nice to have (change to Heading 4)
- Hands-on experience of hotel operations or hospitality technology
- Working knowledge of Salesforce, Aircall, Confluence and Jira
- Additional languages, particularly French, Dutch, German, Spanish, Gujarati or Swedish
Pay Transparency at Mews
Salary ranges are provided in good faith and reflect current market conditions and internal pay structures. Final compensation may be adjusted based on funding, budget constraints, or exceptional candidate qualifications, but will remain within reasonable proximity to the stated range.
This salary disclosure is provided in compliance with applicable pay transparency legislation. We are committed to equal pay practices and prohibit salary history inquiries during our recruitment process.
If the location you're applying from wasn't originally advertised for this role, salary range information is available upon request at any point during the application/interview process - your recruiter will be able to help.
What’s in it for you?
Our success is powered by our incredible people, supported by benefits that help them thrive.
Global benefits
No matter where you’re based, you’ll enjoy:
- 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
Local benefits
You'll receive additional benefits that vary by location, from healthcare and retirement plans to team events, socials and other perks. Ask us about it during your interview process.
Life at Mews
We’re an equal opportunities employer. We value teams that reflect the diversity of the customers and communities we serve. Different perspectives make better ideas, stronger products and a more welcoming company.
We also believe transparency is important when deciding if you're the right fit. Mews is an ambitious, high-pressure environment of continuous learning and high standards. Success here requires resilience, adaptability and a willingness to solve difficult problems.
A few things that define how we work:
- High autonomy means high responsibility. People are expected to take ownership and drive outcomes. There isn’t a detailed playbook for everything, and that’s part of what makes the work challenging – and rewarding.
- Change is constant. We’re growing quickly and adapting as we scale. Teams, processes and priorities continue to evolve, and only people who stay curious and agile will thrive.
- We’re remote-first, not relationship-free. Flexibility is core to how we work, but strong relationships still matter. Our teams are global, so we need expert collaborators and communicators to help us move forward together.
- AI is an integral part of our processes. It’s not here to steal people’s jobs, but to amplify efficiency and productivity. We’re motivated to proactively use the technology to seek out better ways of working and share our findings with the rest of the company.
If there's anything we can do to support you during the application process, let us know.
We don't discriminate on the basis of race, religion, colour, nationality, gender, sexual orientation, age, marital status, veteran status, disability or any other protected characteristic.
One final thing: don't hold back. If you don't meet 100% of the criteria in this job description but you're certain you could make a big impact, apply. Everyone should have equal access to opportunities, and we're committed to providing an inclusive experience.
If Mews sounds like the kind of environment where you'd thrive, we'd love to hear from you.