Customer Support Analyst - Gujarati

Requirements

• 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.
• 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
• 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.
• 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.
• Pay range for this

Additional Information

🌍 Can you help us change the world? It's true. At Mews, we dream big. As a Hotel Tech unicorn valued at $2.5b, we're propelling new-generation cloud technology within global hospitality. With our industry-leading property management solution , we're enabling the world's most revolutionary hospitality brands to accelerate their digital transformation. 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... 🐇 🧑🏻💻 About the role 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 distill it down to a job description (which we do because this is a job description), it would be this: As a Customer Support Analyst at Mews, you'll be at the heart of our customer experience. You'll help hospitality professionals solve problems, get the most out of our platform, and ensure they feel supported every step of the way. This role is ideal for someone who enjoys problem-solving, thrives in a fast-paced environment, and is passionate about delivering exceptional customer experiences. Every interaction is an opportunity to build trust, provide value, and help our customers succeed. ✅ Your mission, should you choose to accept it: 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. 🤝 You'll be a great fit if you bring a few of the below with you:

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at mewssystems? Share your experience