Customer Support Analyst - Gujarati

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:

Responsibilities

• Support Our Customers
• Resolve customer queries across chat, email, and phone channels.
• Investigate and troubleshoot product, payments, and integration-related issues.
• Deliver clear, accurate, and empathetic support to customers of varying technical abilities.
• Take ownership of cases from initial contact through to resolution.
• Manage multiple conversations and cases simultaneously while maintaining quality and response standards.
• Solve Problems
• Apply structured troubleshooting techniques to identify root causes and recommend solutions.
• Gather relevant context from customer accounts, workflows, and system configurations to drive effective resolutions.
• Recognize patterns and recurring issues and proactively suggest improvements.
• Escalate complex cases appropriately while providing clear documentation and investigation findings.
• Contribute to Team Success
• Share knowledge and document solutions to help improve team effectiveness.
• Contribute to maintaining and improving internal and external knowledge bases.
• Participate actively in team meetings, coaching sessions, and continuous learning initiatives.
• Collaborate with Product, Engineering, Content, and other Customer Experience teams.

Requirements

• Experience
• 1–3 years of experience in a customer-facing support role, ideally within a SaaS, technology, or hospitality technology environment.
• Experience supporting customers through multiple channels, including chat, email, and phone.
• Experience working in a high-volume environment with service-level targets and performance metrics.
• Hospitality or hotel technology experience is a strong advantage.
• Technical Skills & Knowledge
• Strong troubleshooting and problem-solving skills.
• Ability to learn and navigate complex software products and multiple systems.
• Familiarity with support tools such as Salesforce, Aircall, Jira, and Confluence.
• Understanding of support processes, ticket management, and escalation workflows.
• Comfortable using AI-powered tools to improve productivity and customer outcomes.
• Communication Skills
• Excellent verbal and written communication skills.
• Ability to explain technical concepts in a simple, customer-friendly way.
• Comfortable managing challenging conversations with empathy and professionalism.

Qualifications

• Native or fluent English and Gujarati.

Other requirements

• Willingness to work in shifts as we support our customers around the globe 24/7. Shifts rotation is:
• Early: 07:00–16:00
• Day: 09:00–18:00
• Late: 13:00–22:00