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The role involves managing complex customer escalations across multiple channels while identifying product adoption gaps and efficiency opportunities. You will also act as a bridge between customers and internal teams, using AI to improve support workflows and knowledge management.
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:
This role is the escalation point that keeps customer relationships with Mews intact. When hotels hit issues that go beyond standard support, the Senior Support Analyst is who they reach, and how that interaction lands shapes whether a customer stays, grows, or disengages from the platform. Hospitality runs around the clock, and Mews is committed to being genuinely there for every property that depends on us.
You'll own the complex cases that come through phone, email, chat, and video, across multiple channels and territories. You'll build real relationships with customer and partner contacts over time, contributing to roundtables and customer events as part of how Mews stays close to the hotels it serves. There's a clear development path here too, with routes into specialisation, team leadership, or closer involvement in shaping product feedback.
The support function at this level isn't reactive. When a customer runs into something the platform needs to handle better, the Senior Support Analyst is the person who connects that signal back to the teams who can act on it, and who ensures the knowledge the team builds stays current and usable.
AI Fluency Level 3: In this role, that means you've looked at how support work gets done, not just how you personally work, and you've used AI to redesign at least part of it. Whether that's how knowledge articles get written, how case patterns get surfaced, or how resolution frameworks get developed and distributed, you've built something that others now follow. And when AI gives you a suggestion in a support context, you evaluate it properly before it reaches a customer.
For more information on AI fluency at Mews, please refer to AI Fluency at Mews: A Comprehensive Guide for Candidates on Confluence.
To be eligible for this position, you must be based in one of the following US states: Arizona, Florida, Georgia, Kansas, Montana, North Carolina, Ohio, South Carolina, Tennessee, Texas, Utah, Vermont, Virginia, 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:
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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