Customer Support Analyst

Mews

. Own around 30 cases a day across chat, email and phone .

Posted 10/31/2026full-timeRemote • AustraliaJunior💰 A$72,500 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong customer support capabilities in a tech environment, with a focus on root-cause investigation, effective communication, and AI tool utilization. Proficient in managing high-volume casework while maintaining quality and meeting measurable targets.

Highest-signal resume keywords

Customer-Facing Support ExperienceRoot-Cause InvestigationAI Fluency Level 3High-Volume Case ManagementSalesforce Knowledge

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Root-Cause InvestigationAI Tool UtilizationCase ManagementKnowledge Base WritingWorkflow Configuration

Soft Skills

Clear CommunicationCalm Under PressureTeam Collaboration

Tools & Technologies

SalesforceJiraConfluenceAircall

Industry Keywords

SaaSHotel TechPayments SupportPMSPOS

About the role

Key responsibilities & impact

Own around 30 cases a day across chat, email and phone
Resolve routine and moderately complex issues end to end within agreed SLAs
Investigate account history, workflow configuration and customer environments to identify root causes
Propose fixes rather than escalating by default
Communicate clearly and calmly with stressed, non-technical hotel teams
Redesign casework using AI, including prompts and triage approaches
Share effective AI approaches with teammates
Flag recurring issues to senior analysts or Team Leads
Write knowledge base updates
Raise Jira tickets to Product and Engineering with reproducible steps and impact

Requirements

What you’ll need

1 to 3 years in a customer-facing support role in a tech environment such as SaaS, hotel tech or payments
Ideally 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
Ability to handle several cases in parallel without letting quality slip
Root-cause investigation mindset across workflows, product behaviour and integrations
Clear, plain-language writing and speaking in native or fluent English
AI Fluency Level 3 or equivalent hands-on experience using AI tools and checking their output
Hands-on experience of hotel operations or hospitality technology (nice to have)
Working knowledge of Salesforce, Aircall, Confluence and Jira (nice to have)
Additional languages, particularly French, Dutch, German, Spanish, Gujarati or Swedish (nice to have)

Benefits

Comp & perks

Unlimited paid holiday
Participation in the company share program
Paid parental leave (6 months fully paid for primary caregivers, 2 months for secondary, available after one year of service)
Annual Learning budget of €300, and more for high performers
Monthly "EDGE" time for personal development
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
Home office setup budget
Monthly work-from-home allowance
Claude tokens for workflow automation
Local benefits varying by location, including healthcare and retirement plans, team events, socials and other perks