Senior Customer Support Analyst - Gujarati

About the role

This role is the escalation point that keeps hotel relationships with Mews intact. As Senior Support Analyst, you'll own complex cases across channels and territories that shape whether customers stay with the platform and grow.

What you'll be doing

• Handle complex cases across phone, email, chat, and video, resolving complex situations that need senior judgment
• Consultatively with customers to improve how they use Mews, not just to close the immediate case
• Use AI to spot case patterns, build knowledge content, and develop resolution approaches that your colleagues can adopt across the team
• Surface patterns in incoming issues with clear documentation to Product and R&D, contributing directly to how the product improves AI

What we're looking for

• Experience in a customer support role, ideally in SaaS or hospitality technology
• Analytical skills and the ability to work through complex situations with confidence
• Fluency in English and Gujarati, with clear communication across all channels
• AI Fluency Level 3: you've redesigned elements of a support workflow using AI, built approaches others follow, and you critically evaluate AI output before applying it

Pay, Benefits, and Schedule

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.

We are committed to equal pay practices and prohibit salary history inquiries during our recruitment process.

What's in it for you?
Global benefits
- 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
- 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 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
- Additional benefits that vary by location, from healthcare and retirement plans to team events, socials and other perks.