Customer Support Specialist - Gujarati

Mews

3d•$82,000 - $85,000•Remote

About The Position

This role is the escalation point that keeps customer relationships with Mews intact. When hotels hit issues that go beyond standard support, the Senior Support Analyst is who they reach, and how that interaction lands shapes whether a customer stays, grows, or disengages from the platform. Hospitality runs around the clock, and Mews is committed to being genuinely there for every property that depends on us. You'll own the complex cases that come through phone, email, chat, and video, across multiple channels and territories. You'll build real relationships with customer and partner contacts over time, contributing to roundtables and customer events as part of how Mews stays close to the hotels it serves. There's a clear development path here too, with routes into specialisation, team leadership, or closer involvement in shaping product feedback. The support function at this level isn't reactive. When a customer runs into something the platform needs to handle better, the Senior Support Analyst is the person who connects that signal back to the teams who can act on it, and who ensures the knowledge the team builds stays current and usable.

Requirements

Experience in a technical customer support role, ideally in SaaS or hospitality technology
Analytical skills strong enough to work through complex, escalated cases and identify the root issue without needing everything handed to you
Fluency in English and Gujarati (written and spoken), with clear and effective communication across all channels
Availability for shift work, including a regular rotation covering weekends and bank holidays
AI Fluency Level 3: you've redesigned elements of a support workflow using AI, built approaches that others follow, and you evaluate AI output critically before applying it
Must be based in one of the following US states: Arizona, Florida, Georgia, Kansas, Montana, North Carolina, Ohio, South Carolina, Tennessee, Texas, Utah, Vermont, Virginia, Wisconsin.

Nice To Haves

Background in hotel operations — understanding the environment your customers work in changes how you support them
Experience with Salesforce, Aircall, or comparable support tooling

Responsibilities

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 rather than just resolving individual tickets
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 your colleagues across the team can adopt
Critically evaluate AI-generated suggestions before applying them to customer situations, and share that judgment with colleagues as a practical part of how the team improves
AI Fluency Level 3: In this role, that means you've looked at how support work gets done, not just how you personally work, and you've used AI to redesign at least part of it. Whether that's how knowledge articles get written, how case patterns get surfaced, or how resolution frameworks get developed and distributed, you've built something that others now follow. And when AI gives you a suggestion in a support context, you evaluate it properly before it reaches a customer.

Benefits

Unlimited paid holiday
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