Help make the world more hospitable. Mews is transforming hospitality with a platform that helps hotels run smarter, move faster and create better guest experiences. This role is the escalation point for complex customer issues and is filled by the Senior Support Analyst. You will own complex cases that come through phone, email, chat, and video across multiple channels and territories, and build genuine relationships with hotel and partner contacts. You will participate in roundtables and customer events as part of how Mews stays close to the hotels it serves. There is a clear development path into specialization, team leadership, or closer involvement in shaping product feedback. The support function at this level is proactive: you connect signals back to the teams who can act on them and ensure the knowledge you build stays current and usable.

What you would do - Handle complex customer cases via phone, email, chat, and video, resolving situations that go beyond standard support paths - Work consultatively with customers to improve how they use Mews, identifying adoption gaps and efficiency opportunities - Spot patterns across incoming cases and bring clear, documented signals to Product, R&D, and senior support - Use AI to identify case resolution patterns, build knowledge base content, and develop support approaches that colleagues across the team can adopt - Critically evaluate AI-generated suggestions before applying them to customer situations, and share that judgment with colleagues - AI Fluency Level 3: demonstrate how you've used AI to redesign at least part of

Help make the world more hospitable. Mews is transforming hospitality with a platform that helps hotels run smarter, move faster and create better guest experiences. This role is the escalation point for complex customer issues and is filled by the Senior Support Analyst. You will own complex cases that come through phone, email, chat, and video across multiple channels and territories, and build genuine relationships with hotel and partner contacts. You will participate in roundtables and customer events as part of how Mews stays close to the hotels it serves. There is a clear development path into specialization, team leadership, or closer involvement in shaping product feedback. The support function at this level is proactive: you connect signals back to the teams who can act on them and ensure the knowledge you build stays current and usable.

What you would do - Handle complex customer cases via phone, email, chat, and video, resolving situations that go beyond standard support paths - Work consultatively with customers to improve how they use Mews, identifying adoption gaps and efficiency opportunities - Spot patterns across incoming cases and bring clear, documented signals to Product, R&D, and senior support - Use AI to identify case resolution patterns, build knowledge base content, and develop support approaches that colleagues across the team can adopt - Critically evaluate AI-generated suggestions before applying them to customer situations, and share that judgment with colleagues - AI Fluency Level 3: demonstrate how you've used AI to redesign at least part of