Customer Support Specialist - 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 Let's get into the specifics. 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 into a job description (which we do because this is a job description), it would be this: 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. What you would do 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. For more information on AI fluency at Mews, please refer to AI Fluency at Mews: A Comprehensive Guide for Candidates on Confluence. What you would bring 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 Nice to have Background in hotel operations — understanding the environment your customers work in changes how you support them Experience with Salesforce, Aircall, or comparable support tooling 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. United States $82,000 — $82,000 USD Pay Transparency at Mews Salary ranges are provided in good faith and reflect current market conditions and internal pay structures. Final compensation may be adjusted based on funding, budget constraints, or exceptional candidate qualifications, but will remain within reasonable proximity to the stated range. This salary disclosure is provided in compliance with applicable pay transparency legislation. We are committed to equal pay practices and prohibit salary history inquiries during our recruitment process. If the location you're applying from wasn't originally advertised for this role, salary range information is available upon request at any point during the application/interview process - your recruiter will be able to help. 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 there's anything we can do to support you during the application process, let us know. We don't discriminate on the basis of race, religion, colour, nationality, gender, sexual orientation, age, marital status, veteran status, disability or any other protected characteristic. One final thing: don't hold back. If you don't meet 100% of the criteria in this job description but you're certain you could make a big impact, apply. Everyone should have equal access to opportunities, and we're committed to providing an inclusive experience. If Mews sounds like the kind of environment where you'd thrive, we'd love to hear from you.