Customer Support Analyst - Gujarati

• 🌍 Help make the world more hospitable
• 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
• Hotel operators don't have time for unclear answers or slow resolutions — and when something goes wrong with their PMS, they need someone who can get to the root of it fast. This role sits at the centre of that. You'll handle product, payments, and integration issues across chat, email, and phone for a global hospitality SaaS used by thousands of properties worldwide, with the full case owned by you from first contact through to close.

Mews operates 24/7 across shift rotations to serve customers globally, which means real variety in what you're working on and genuine visibility into how the product performs in the field. The team is building with AI — automating workflows, improving documentation, and reducing manual handling — and this role is part of that effort.

• What you'll be doing
• Investigate and resolve product, payments, and integration issues, applying structured diagnostic thinking to find root causes
• Own cases end-to-end across chat, email, and phone, managing multiple open cases simultaneously
• Translate technical issues into clear, accurate communication for customers with varying technical backgrounds
• Recognise patterns in recurring issues and flag improvement opportunities proactively

• What we're looking for
• 1–3 years in a customer-facing role, ideally in SaaS, technology, or hospitality technology
• Strong troubleshooting instincts and the ability to navigate complex software products
• Native or fluent English and Gujarati
• You already use AI tools as a genuine part of how you work and you're ready to go further

To be eligible for this position, you 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.

• What's in it for you?
• Our success is powered by our incredible people, supported by benefits that help them thrive.

• Global benefits
• No matter where you're based, you'll enjoy:
• 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

• Local benefits
• You'll receive additional benefits that vary by location, from healthcare and retirement plans to team events, socials and other perks. Ask us about it during your interview process.

• Life at Mews
• We're an equal opportunities employer. We value teams that reflect the diversity of the customers and communities we serve. Different perspectives make better ideas, stronger products and a more welcoming company.

We also believe transparency is important when deciding if you're the right fit. Mews is an ambitious, high-pressure environment of continuous learning and high standards. Success here requires resilience, adaptability and a willingness to solve difficult problems.

A few things that define how we work:

• High autonomy means high responsibility. People are expected to take ownership and drive outcomes. There isn't a detailed playbook for everything, and that's part of what makes the work challenging – and rewarding.
• Change is constant. We're growing quickly and adapting as we scale. Teams, processes and priorities continue to evolve, and only people who stay curious and agile will thrive.
• We're remote-first, not relationship-free. Flexibility is core to how we work, but strong relationships still matter. Our teams are global, so we need expert collaborators and communicators to help us move forward together.
• AI is an integral part of our processes. It's not here to steal people's jobs, but to amplify efficiency and productivity. We're motivated to proactively use the technology to seek out better ways of working and share our findings with the rest of the company.

If Mews sounds like the kind of environment where you'd thrive, we'd love to hear from you!

If there's anything we can do to support you during the application process, let us know.