Customer Support Analyst - Gujarati

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.

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:

As a Customer Support Analyst at Mews, you'll handle the full range of issues that hospitality operators run into: payments not going through, integrations misbehaving, configuration questions, and everything in between. The people on the other end of those conversations are hotel operators and GMs running real properties — and when something is broken, they need a clear answer fast. Your job is to be that person: technically grounded, calm under pressure, and good at getting to the root of a problem without making the customer work for it.

Mews is used by thousands of properties worldwide, and the Customer Support team is a core part of how customers experience the product. This role sits within a global team that operates 24/7 across shift rotations — which means real variety in what you're handling and genuine scope to develop as a problem-solver within a fast-moving hospitality technology platform.

What you would do

• 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

What you would bring

• 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

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.

Our success is powered by our incredible people, supported by benefits that help them thrive.

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

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.

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.