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Manage approximately 30 customer cases daily across chat, email, and phone, resolving technical issues end-to-end. Investigate root causes, document findings, and utilize AI tools to optimize case handling and improve team workflows.
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:
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.
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.
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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:
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:
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.
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