Customer Support Analyst - Pos

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 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.
Your mission, should you choose to accept it: Develop an in-depth understanding of Mews' solutions, serving as an ambassador to our customers, ensuring they are achieving great value from our productsProvide exceptional support for customers on technical issues via messaging, email and phoneConsult with customers proactively on ways to improve usage and efficiencyBecome familiar with all integrated partner solutions to ensure that we match up the best-connected solutions based on customer needsBuild and retain rapport with appointed "Mews person" at customer sitesMaintain thorough customer documentationContinuously improve internal knowledge base? You'll be a great fit if you bring a few of the below with you:Higher Education preferably in Hotel Management / IT / BusinessProfessional experience in customer supportExperience in hotel operationsNative or fluent in English & FrenchAbility to take feedback, learn quickly and adapt to new situationsOutgoing, social, ready to communicate with employees, customers and partners across different countries and different organizational levelsPermission to live and work unrestricted in SpainWillingness to work in shifts as we support our customers around the globe 24/7A couple of points worth noting Shift Pattern - Because our clients run 24/7 businesses, the Customer Support Team needs to be available 24/7.
Typically the team works 5 days a week on a rota with shifts starting from 6.30am with the latest finish time being 10pm.Interview Process - There are a few stages which ensures that this role and Mews are right for you.
Typically this will be; MS Teams Interview with a Recruiter, MS Teams Interview with a Team Supervisor or Manager; Written Task and Recorded Video Interview, Final Interview with Senior Manager from TeamSalary - 29,000 Euros Per AnnumWhat's in it for you?Did you know that Mews was voted the Best PMS of 2024 and has previously held the title of Best Place to Work in Hotel Tech for two consecutive years?
Most of that is down to our inspiring team, but part of it is because of some pretty amazing perks.
As well as awesome colleagues and stimulating work, you'll get:

Participation in the Company shares programBest-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.Flexible Benefits via the ThanksBen platformUnlimited paid holidayWellness Wednesday's (once a month, the whole company enjoys a day where you can attend to your own well-being)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 allowanceRegular 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.

Life at MewsThat'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.
Every month we have a Wellness Wednesday, a day off that you can use to boost your health, whether that's a long lie-in, a trip to the gym, or anything in between.
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.

Everyone is welcome at MewsTo 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!

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