Customer Support Analyst - APAC

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.

What you would do

Own around 30 cases a day across chat, email and phone, resolving routine and moderately complex issues end to end within agreed SLAs, often with two or three live conversations running at once

Investigate properly: gather account history, workflow configuration and the customer's environment to find the actual cause, and propose a fix rather than escalating by default

Stay calm and clear when the stakes are high, such as a property that can't check guests in or a payment failure during a busy evening, and adapt your tone for stressed, non-technical hotel teams

Redesign how your own casework runs using AI, building prompts and triage approaches that cut handling time and sharing what works so teammates can follow the same playbook

Flag recurring issues to senior analysts or Team Leads, write knowledge base updates based on what you see, and raise clean Jira tickets to Product and Engineering with reproducible steps and impact

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.

What you would bring

1 to 3 years in a customer-facing support role in a tech environment such as SaaS, hotel tech or payments, ideally with some exposure to PMS, POS or payments support

Experience in a high-volume, queue-based setup with live chat and measurable targets such as FCR and AHT, handling several cases in parallel without letting quality slip

A root-cause habit: you want to know why something broke, not just how to close the ticket, and you connect the dots across workflows, product behaviour and integrations

Clear, plain-language writing and speaking in native or fluent English, with a knack for turning technical detail into something a front desk can act on

AI Fluency Level 3 or the equivalent hands-on experience: you've already changed how you work using AI tools and check their output rather than taking it at face value

Nice to have (change to Heading 4)

Hands-on experience of hotel operations or hospitality technology

Working knowledge of Salesforce, Aircall, Confluence and Jira

Additional languages, particularly French, Dutch, German, Spanish, Gujarati or Swedish

Australia

$72,500—$72,500 AUD