Mews · 1 day ago
Customer Support Analyst - Gujarati
United States
Full-time
Remote
Entry Level
$64K/yr - $66K/yr
1+ years expMews is transforming the hospitality industry with a platform that enhances guest experiences and operational efficiency. As a Customer Support Analyst, you will address a variety of technical issues faced by hospitality operators, ensuring prompt and clear communication while contributing to the team's knowledge base.
Artificial Intelligence (AI)Enterprise SoftwareHospitalityTravelReal EstateHotelProperty Management
No H1B
Responsibilities
Resolve customer queries across chat, email, and phone, owning cases from first contact through to resolution
Investigate and troubleshoot product, payments, and integration issues — applying structured diagnostic thinking to find root causes, not just workarounds
Communicate clearly with customers of varying technical backgrounds, translating complex issues into plain language
Manage multiple live cases simultaneously while maintaining quality standards
Recognise patterns in recurring issues and surface improvement suggestions proactively
Escalate complex cases with full documentation and investigation findings so nothing gets lost in the handoff
Contribute to internal and external knowledge bases, documenting what you've learned to make the whole team more effective
Work across product, engineering, content, and CXD teams when issues need cross-functional resolution
Qualification
Required
1–3 years in a customer-facing role, ideally in a SaaS, technology, or hospitality technology environment
Experience assisting customers across multiple channels — chat, email, and phone
Strong troubleshooting and problem-solving instincts — you're comfortable not knowing the answer at the start, as long as you know how to find it
Ability to learn and navigate complex software products
Familiarity with tools such as Salesforce, Aircall, Jira, or Confluence
Clear written and verbal communication, including the ability to manage difficult conversations with professionalism
You already use AI as a real part of your workflow — for productivity, research, drafting, or process work — and you're ready to build on that
Native or fluent English and Gujarati
Based in one of the following US states: Arizona, Florida, Georgia, Kansas, Montana, North Carolina, Ohio, South Carolina, Tennessee, Texas, Utah, Vermont, Virginia, or Wisconsin
Benefits
Unlimited paid holiday (yes, really)
Participation in our company share program
Paid parental leave (6 months fully paid for primary caregivers, 2 months for secondary, available after one year of service)
An annual Learning budget of €300 (and more for high performers) to support your development
Monthly "EDGE" time to Explore, Develop, Grow, and Elevate yourself
A work from anywhere policy with flexibility to work abroad for a few weeks each year
Relocation options, available after one year
Flexible, hybrid working options
A home office setup budget to make your workspace your own and a monthly work-from-home allowance
Claude tokens, so you can automate workflows and build smarter, more efficient ways of working
Company
Mews
Mews is a cloud-native hospitality management system designed to automate operations, enhance revenue, and improve guest experiences.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
$817.28MKey Investors
EQT GrowthTiger Global ManagementKinnevik
2026-01-22Series D· $300M
2025-03-04Series Unknown· $75M
2024-09-26Debt Financing· $100M
Leadership Team
Matthijs Welle
CEO
Michael Coscetta
President
Recent News
2026-07-22
Hotel Management Network
2026-07-18
Company data provided by crunchbase