🌍 Can you help us change the world?
It’s true. At Mews, we dream big. As a Hotel Tech unicorn valued at $1.2b, 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… 🐇
🧑🏻💻 About the role
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 demonstrate a unique combination of interpersonal skills and technical proficiency in engaging with clients through various communication channels, including phone, video meeting, chat, and email. Your primary focus will be to assist clients navigate through Mews and solve any issues related to the usage of our system and products. The role presents an opportunity for you to immerse yourself in a dynamic environment, gaining extensive knowledge and invaluable experience in a tech company with a start-up vibe.
✅ Your mission, should you choose to accept it:
Develop an in-depth understanding of Mews’ solutions to provide customer support for technical issues via chat messaging, email, and phone.
Become a Mews ambassador to ensure customers and partners derive maximum value from our products.
Demonstrate consultative skills by proactively working with customers to enhance their usage and efficiency.
Build rapport with key customer and/or partner contacts across territories or accounts as required.
Maintain thorough case documentation and adhere to Mews’ communications and quality standards across all channels.
Provide remarkable customer service to ensure high customer satisfaction, as reflected in CSAT scores and Internal Quality evaluations.
Follow and adhere to Standard Operating Procedure (SOP) guidelines pertinent to role responsibilities.
Effectively utilize tools such as Salesforce, Aircall, and Omnichannel to provide support.
Effectively use internal collaboration channels to address customer issues.
Effectively balance multiple issues and priorities simultaneously
Continuously improve the knowledge database by writing and suggesting amendments to current articles.
🤝️ You’ll be a great fit if you bring a few of the below with you:
Higher Education preferably in Hotel Management / IT / Business
Native or fluent in English, French or Spanish are a plus!
Professional experience in a technical customer support role or similar
Strong problem-solving and analytical skills
Excellent communication and interpersonal skills
A commitment to continuous learning
Ability to effectively balance multiple priorities and effectively collaborate in a team environment
Experience in hotel operations
Ability to take feedback, learn quickly, and adapt to new situations
Unrestricted Right to work permissions in United States
Willingness to work in shifts as we support our customers around the globe 24/7
Ability to work in a fast-paced environment
Ad hoc duties as assigned by your manager, related to the scope of this role
The referenced salary range is based on Mews’ good faith belief at the time of posting. Actual compensation may vary based on factors such as geographic location, work experience, market conditions, and skill level as determined during the interview process.
Commissions are in addition to the advertised salary range and are determined based on employee performance.
US$66,000—$66,000 USD
🎉 What’s in it for you?
Did you know that Mews was named the Best PMS of 2025—for the second year in a row—and has previously been recognized as the Best Place to Work in Hotel Tech for two consecutive years? Now you do! While much of this success is thanks to our incredible team, part of it is also because of the fantastic perks we offer. Beyond working alongside amazing colleagues and tackling exciting challenges, you’ll enjoy:
- Participation in the Company shares program
- Best-in-class Parental Leave Policy. At Mews, as the primary caregiver you get 6 months of fully paid parental leave, and as a secondary caregiver, you get 2 months of fully paid parental leave. (No matter your location, this can be used during the 1st year and applies if you’ve been employed for at least 1 year at Mews)
- Curiosity is part of our DNA – we’re bold, edgy, and never afraid to blaze new trails. EDGE is how we bring that spirit to life for our people. So, how do we get our EDGE at Mews?
Once a month, we carve out protected time to Explore, Develop, Grow, and Elevate – time to focus on yourself, your growth, and your future. Because when we grow, we thrive. EDGE is an opportunity to step outside of the day-to-day, leaning into your curiosity, and build the skills that keep you – and all of us – future-ready. - Flexible Benefits via the ThanksBen platform
- Unlimited paid holiday (no, this is not a typo)
- Remote/flexible working (we’re 100% hybrid-proof, but we cannot hire from anywhere in the world unfortunately, so feel free to reach out and check with us!)
- Monthly working from home allowance and a monthly healthcare insurance allowance (we want you to be happy & healthy)
- Regular team events and socials
🤷🏻 Who is Mews?
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 independent properties, hoteliers join Mews because they recognize the power of innovation. They understand that they can benefit from hotel tech that drives efficiency, maximizes revenue, and improves guest happiness.
Powering over 5,000 customers across more than 85 countries, Mews Hospitality Cloud is designed to streamline operations for modern hoteliers, transform the guest experience and create more profitable businesses.
Ranked 24th in the FT 1000 list of the fastest-growing European companies in 2021, Mews has been recognized as the Best PMS by industry peers at the HotelTechAwards in both 2020 and 2024, consistently earning acclaim. Mews also achieved finalist status in 2021 and 2022. What’s more, we take immense pride in being listed among the Best Places to Work in Hotel Tech during those same years and again this year. But our achievements don’t stop there; Mews was also listed among the World’s Best Hotel PMS Provider 2023 and as the World’s Best Independent Hotel PMS Provider 2022 and 2023 by the World Travel Tech Awards.
💭 Life at Mews
That’s what we do, but what about who we are? Mews’ culture is special and difficult to capture in words, which makes writing this tricky. You’ll experience the freedom to be yourself and the ability to watch your ideas come to life. You’ll have an open line of communication and an open invitation to after-work drinks, be they virtual or in-person. Sometimes the work can be challenging and there can be a lot of it, but you’ll always be able to rely on those around you.
Yes, we’re ambitious and we move fast, but we know the value of fun and taking a breather. We have slack channels for almost every interest imaginable, and an all-company meeting every Friday gives you the chance to ask any question to our leadership team.
To get more of an idea what life at Mews is like, check out our Instagram 📸.
We’re guided by our five key values; if you see yourself in them, it’s time to get in touch.
Everyone is welcome at Mews
To reimagine the art of hospitality, we need teams who represent our global and diverse customers and users. Our differences make Mews, so we welcome people of all backgrounds and identities to work with us. Embracing different perspectives, trying new things and feeling safe to bring your authentic self to work. If this sounds like you and you’re ready to join a global, innovative, and exciting community, we’d love to hear from you!
One very important note….don’t hold back! Even if you think you don’t meet 100% of the criteria listed in this job role, we still encourage you to apply. We believe that everyone should have equal access to opportunities and want to ensure we provide an inclusive experience, so do let us know if there is anything else we can do to support your application process. We can’t wait to hear from you!
🤖 AI and Hiring at Mews
At Mews, we believe AI enhances our work but should not replace what humanises it and makes it individually ours. We see AI as a tool to support research, generate ideas, and drive efficiency, but creativity, critical thinking, and opinions differentiate us. As you apply, feel free to use AI to help structure your thoughts — but ensure your application and conversations with us, reflect your personal opinions, capabilities and experience. We’re building an AI-enabled workforce, and that starts with people who think independently and bring fresh ideas to the table. Because at Mews, making work more human is the ultimate goal.
