Customer Support Analyst

It’s true. At Mews, we dream big. As a Hotel Tech unicorn valued at $2.5b, we’re propelling new-generation cloud technology within global hospitality. With our industry-leading property management solution, we’re enabling the world’s most revolutionary hospitality brands to accelerate their digital transformation.

We’re on the lookout for ambitious, tenacious and passionate people who want to join the next generation of innovators and disrupt the hospitality industry with us. Sound good so far? Keep reading and tumble down the Mews rabbit hole… 🐇

First things first: you want to know what you’re actually applying for. It’s impossible to capture every nuance of a role – especially at a rapidly growing company like Mews – but if we had to distill it down to a job description (which we do because this is a job description), it would be this:

As a Customer Support Analyst, you will demonstrate a unique combination of people skills and tech savvy as you will be speaking/messaging/emailing with clients and helping them navigate any challenges they have with our hospitality cloud. It's a unique opportunity where you will learn a ton and gain invaluable experience in a tech company with a startup vibe.

• Develop an in-depth understanding of Mews’ solutions, serving as an ambassador to our customers, ensuring they are achieving great value from our products.
• Provide exceptional support for customers on technical issues via messaging, email and phone.
• Consult with customers proactively on ways to improve usage and efficiency.
• Build and retain rapport with appointed “Mews person” at customer sites.
• Maintain thorough customer documentation.
• Continuously improve internal knowledge base.
• Leverage Support tooling to document customer issues thoroughly.

• Experience working in hotels and/or customer service roles in SaaS.
• Experience using Property Management Systems is a bonus.
• Native or fluent in English + additional language (Spanish, French or Gujarati are a plus!).
• Located in Dallas.
• Ability to take feedback, learn quickly and adapt to new situations.
• Outgoing, social, ready to communicate with employees, customers and partners across different countries and different organizational levels.
• Willingness to work in shifts as we support our customers around the globe 24/7.
• Shifts rotation:
• Early: 07:00–16:00
• Day: 09:00–18:00
• Late: 13:00–22:00

That success is powered by our incredible people and supported by the benefits that help them thrive.

No matter where you’re based, you’ll enjoy:

Participation in our company share program

Best-in-class parental leave (6 months fully paid for primary caregivers, 2 months for secondary, available within your first year)

Unlimited paid holiday (yes, really)

Work from anywhere - enjoy the flexibility to work from other countries for a few weeks each year through our compliant and flexible Workation policy.

Relocation options available after 1 year

• Monthly "EDGE" time - dedicated to Explore, Develop, Grow, and Elevate yourself

Flexible, hybrid working options

One-off home office setup budget to make your workspace your own

Monthly working-from-home and healthcare allowances (where local healthcare benefits are not available)

We also tailor benefits to each location - from regional healthcare coverage to team events, socials, and other perks that make Mews life special wherever you are.

Because at Mews, growth, balance, and belonging aren't just words, they're how we work.

We want to get to know you, so it’s only fair we tell you a little bit about ourselves first. Mews has been transforming hospitality since 2012. What began in a single hotel in Prague now powers thousands of hotels around the world, as they pursue their mission to develop transformational solutions for brands and create remarkable experiences for guests.

Since the beginning, Mews embraced being different. Mews is not simply a property management system, but a connected hospitality cloud with products across the hotel ecosystem and more integrations than anyone else.

From global hospitality brands to…