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Yes, you read that correctly. It sounds grand, but we've got big ideas at Mews. We're transforming the world of hospitality, re-imagining the industry with a best-in-class cloud-based property management solution for hotels, hostels, apartments, and so much more.
We're on the lookout for ambitious, tenacious and passionate people who want to join the next generation of innovators and disrupt the hospitality industry with us. Sound good so far? Keep reading and tumble down the Mews rabbit hole... 🐇
First things first: you want to know what you're actually applying for. It's impossible to capture every nuance of a role – especially at a rapidly growing company like Mews – but if we had to distil it down to a job description (which we do because this is a job description), it would be this:
As a Customer Support Analyst, you will demonstrate a unique combination of people skills and tech savvy as you will be speaking/messaging/emailing with clients and helping them navigate any challenges they have with our hospitality cloud. It's a unique opportunity where you will learn a ton and gain invaluable experience in a tech company with a startup vibe.
✅ Your mission, should you choose to accept it:
- Develop an in-depth understanding of Mews' solutions, serving as an ambassador to our customers, ensuring they are achieving great value from our products
- Provide exceptional support for customers on technical issues via messaging, email and phone
- Consult with customers proactively on ways to improve usage and efficiency
- Become familiar with all integrated partner solutions to ensure that we match up the best-connected solutions based on customer needs
- Build and retain rapport with appointed "Mews person" at customer sites
- Maintain thorough customer documentation
- Continuously improve internal knowledge base
- Higher Education preferably in Hotel Management / IT / Business
- Professional experience in Customer Support
- Experience in hotel operations or the world of Hotel-Tech
- Native or fluent in English & French
- Ability to speak other additional languages fluently is a big advantage! (Spanish, Dutch, Italian, German, Swedish)
- Ability to take feedback, learn quickly and adapt to new situations
- Outgoing, social, ready to communicate with employees, customers and partners across different countries and different organizational levels
- Permission to work in the USA and based in Florida
- Willingness to work in shifts as we support our customers around the globe 24/7
📝 A couple of points worth noting;
- Shift Pattern - Because our clients run 24/7 businesses, the Customer Support Team needs to be available 24/7. We've got a global team which makes things easier to manage, but typically the team work 5 days a week on a rota with shifts from 7am - 3pm or 2pm to 10pm. You would typically work 2 nightshifts a month. Where you work a weekend you would get days off during the week when this happens.
- Interview Process - There are a few stages which hopefully ensures that this role and Mews are right for you and you are right for the role and Mews. Typically this will be; MS Teams Interview with a Recruiter, MS Teams Interview with a Team Supervisor or Manager; Written Task and Recorded Video Interview, Final Interview with Senior Manager from Team
- Salary - 66k USD per annum
Continue reading... If you like what you see, what are you waiting for? Fill out our shortened application form. Soon after, you'll receive an invitation to participate in our online assessment with our friends at Test Gorilla, which will help qualify your application. Simply demonstrate what you could bring to the table, and we'll be in touch.
This assessment will only take about 36 minutes.
Did you know that Mews has been voted the Best Place to Work in Hotel Tech for 2 years running? You do now. Most of that is down to our inspiring team, but part of it is because of some pretty amazing perks. As well as awesome colleagues and stimulating work, you'll get:
- Participation in the Company shares program
- Best-in-class Parental Leave Policy. At Mews, as the primary caregiver you get 6 months of fully paid parental leave, and as a secondary caregiver, you get 2 months of fully paid parental leave.(No matter your location, this can be used during the 1st year and applies if you've been employed for at least 1 year at Mews)
- Flexible Benefits via the ThanksBen platform
- Unlimited paid holiday (no, this is not a typo)
- Wellness Wednesday's (where every last Wednesday of the month, the whole company enjoys a paid day off to attend to your own well-being)
- Remote/flexible working (we're 100% hybrid-proof, but we cannot hire from anywhere in the world unfortunately, so feel free to reach out and check with us!)
- Monthly working from home allowance and a monthly healthcare insurance allowance (we want you to be happy & healthy)
- Regular team events and socials
We want to get to know you, so it's only fair we tell you a little bit about ourselves first. Mews has been transforming hospitality since 2012. What began in a single hotel in Prague now powers thousands of hotels around the world, as they pursue their mission to develop transformational solutions for brands and create remarkable experiences for guests.
Since the beginning, Mews embraced being different. Mews is not simply a property management system, but a connected hospitality cloud with products across the hotel ecosystem and more integrations than anyone else.
From global hospitality brands to independent properties, hoteliers join Mews because they recognize the power of innovation. They understand that they can benefit from hotel tech that drives efficiency, maximizes revenue, and improves guest happiness.
Mews serves over 3,000 properties across more than 70 countries around the globe and works with a huge number of hotel tech partners to provide hoteliers with an unbeatable connectivity – no other solution offers as many integrations.
At the 2020 HotelTechAwards, Mews was voted Best PMS by industry peers. Mews was also a Best PMS Finalist in 2021 and 2022, as well as being named Best Place to Work in Hotel Tech in the same years. Mews ranked 24th in the FT 1000 fastest growing European companies in 2021.
That's what we do, but what about who we are? Mews' culture is special and difficult to capture in words, which makes writing this tricky. You'll experience the freedom to be yourself and the ability to watch your ideas come to life. You'll have an open line of communication and an open invitation to after-work drinks, be they virtual or in-person. Sometimes the work can be challenging and there can be a lot of it, but you'll always be able to rely on those around you.
Yes, we're ambitious and we move fast, but we know the value of fun and taking a breather. Every month we have a Wellness Wednesday, a day off that you can use to boost your health, whether that's a long lie-in, a trip to the gym, or anything in between. We have slack channels for almost every interest imaginable, and an all-company meeting every Friday gives you the chance to ask any question to our leadership team.
Oh, and we loveour pets ❤️. To get more of an idea what life at Mews is like (and to see dozens of cute cats, dogs, and hamsters), check out our Instagram 🐾.
We're guided by our five key values; if you see yourself in them, it's time to get in touch.
To reimagine the art of hospitality, we need teams who represent our global and diverse customers and users. Our differences make Mews, so we welcome people of all backgrounds and identities to work with us. Embracing different perspectives, trying new things and feeling safe to bring your authentic self to work. If this sounds like you and you're ready to join a global, innovative, and exciting community, we'd love to hear from you!
One very important note….don't hold back! Even if you think you don't meet 100% of the criteria listed in this job role, we still encourage you to apply. We believe that everyone should have equal access to opportunities and want to ensure we provide an inclusive experience, so do let us know if there is anything else we can do to support your application process. We can't wait to hear from you!
