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Customer Support Analyst - APACMews · Australia
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Customer Support Analyst - APAC

🗓️ Posted 2026-10-07 Australia Hybrid Customer Service Call Centre
💰 Salary Not shared 📊 Market A$5,000–A$6,500/mo

About the Company

The hospitality industry is uniquely human, and it deserves technology that's just as inspiring as the people behind it. At Mews, we're transforming the industry with a platform that helps hotels run smarter, move faster and create better guest experiences. You'll work with smart, curious people who care deeply about what they do. You'll have autonomy and the trust to make good decisions and move quickly. And you'll enjoy a real sense of purpose as you see the impact of what we're building. If you're motivated by ownership, curiosity and meaningful impact, and are driven to deliver consistent high performance, you'll feel at home here.

About the Role

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.

Responsibilities

  • ● 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

Requirements

  • ● AI Fluency Level 3: in this role that means going well beyond using the knowledge bot and suggested replies that come with the toolkit