Customer Support Analyst

It’s true. At Mews, we dream big. As a Hotel Tech unicorn valued at $1.2b, 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…

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, 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.

• 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.
• Build and retain rapport with appointed “Mews person” at customer sites.
• Maintain thorough customer documentation.
• Continuously improve internal knowledge base.
• Leverage support tooling to document customer issues thoroughly.

• Experience working in hotels is a must.
• Professional experience in customer support is advantageous.
• Experience using Property Management Systems.
• Native or fluent in English and Dutch.
• Ability to speak other languages fluently is a big advantage (Spanish, French, 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 organisational levels.
• Permission to work in the Czech Republic/Spain.
• 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

• 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.)
• Curiosity is part of our DNA – we’re bold, edgy, and never afraid to blaze new trails. EDGE is how we bring that spirit to life for our people. Actor involvement over time and explorative growth is partnership-led, giving you the chance to step outside of the day‑to‑day, lean into your curiosity and build the skills that keep you future‑ready.
• Once a month, we carve out protected time to Explore, Develop, Grow, and Elevate – time to focus on yourself, your growth, and your future.
• Flexible Benefits via the ThanksBen platform.
• Unlimited paid holiday (no, this is not a typo).
• 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 recognise the power of innovation. They understand that they can benefit from hotel tech that drives efficiency, maxi