73K–73K AUD / year
Customer Support Analyst - APAC
Customer successHybrid — Australia
Published on 2026-10-07
These details were extracted automatically from the original listing. They may not be complete or fully up to date — it's worth checking the original job post.
About this role
Provide customer support to hotels using Mews, troubleshooting issues across the platform, payments, and integrations. Own cases from first contact through resolution across chat, email, and phone, while using AI to improve support workflows.
About the company
Mews builds a cloud property management platform that helps hotels run operations and improve guest experiences.
What you'll do
- Handle approximately 30 cases per day across chat, email, and phone, meeting agreed SLAs.
- Investigate customer issues across account history, workflow configuration, and connected systems, and resolve them where possible.
- Communicate clearly and calmly with hotel teams during time-sensitive operational problems.
- Use AI to improve case investigation and drafting, and share effective approaches with teammates.
- Report recurring issues, update knowledge base content, and submit reproducible Jira tickets to Product and Engineering.
What we're looking for
- 1–3 years of customer-facing support experience in a technology environment, ideally SaaS, hotel technology, or payments.
- Experience in a high-volume support queue with live chat and measurable targets such as FCR and AHT.
- Ability to manage multiple cases in parallel while maintaining quality.
- Strong root-cause investigation skills across workflows, product behavior, and integrations.
- Native or fluent English communication skills.
- Hands-on AI experience improving work processes and checking AI-generated output.
Nice to have
- Experience with hotel operations or hospitality technology.
- Working knowledge of Salesforce, Aircall, Confluence, and Jira.
- French, Dutch, German, Spanish, Gujarati, or Swedish language skills.
Benefits
- Unlimited paid holiday.
- Company share program.
- Paid parental leave: six months for primary caregivers and two months for secondary caregivers, after one year of service.
- Annual learning budget of €300, with additional budget for high performers.
- Monthly professional development time.
- Work-from-anywhere flexibility for a few weeks each year.
- Relocation options after one year.
- Flexible hybrid working options.