Customer Support Team Lead

**Can you help us change the world?**:
Yes, you read that correctly. It sounds grand, but we've got big ideas at Mews. We're transforming the world of hospitality, re-imagining the industry with a best-in-class cloud-based property management solution for hotels, hostels, apartments, and so much more.

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**:
As the Customer Support Supervisor, you will build a strong team and shape staff behaviors to accomplish desired results. You will coach our Support team staff to deliver exceptional customer service and play a collaborative role in growing and implementing standards and processes.

**Your mission, should you choose to accept it**:

- 1. Developing an in-depth understanding of Mews' solutions and constantly working on self-improvement.
- 2. Building brand image by taking the best care of the client and exceeding their needs and expectations.
- 3. Monitoring and managing repeating complaints from customers and analyzing customer feedback
- 4. Monitoring company and department goals and developing improvements to reach them.
- 5. Analyzing customer feedback regarding the provided support and recommending improvements for the team workflow.
- 6. Supervising the day-to-day Operations of the department.
- 7. Analyzing weekly reports and proposing changes for improvements.
- 8. Creating monthly shifts schedule according to workflow needs and busy periods.

**️ You'll be a great fit if you bring a few of the below with you**
- Proficient knowledge of customer service, and standard office practices and procedures.
- Proficient computer skills.
- Proficient standard office equipment skills.
- Outstanding communication skills, both written and verbal.
- Strong people skills.
- Outstanding organizational skills.

**✍️ important things to note**
- Shift Pattern - Because our clients run 24/7 businesses, the Customer Support Team needs to be available 24/7. We've got a global team which makes things easier to manage, but typically the team work 5 days a week on a rota with shifts from 7am-3pm and 2pm-10pm local time. You would typically work 2 weekends a month, but would get days off during the week when this happens
- Interview Process - There are a few stages which hopefully ensures that this role and Mews are right for you and you are right for the role and Mews. Typically this will be; MS Teams Interview with a Recruiter, MS Teams Interview with a Team Supervisor or Manager; Written Task and Recorded Video Interview, Final Interview with a Senior Manager from the team

**What's in it for you?**:
Did you know that Mews has been voted the Best Place to Work in Hotel Tech for 3 years running? You do now. Most of that is down to our inspiring team, but part of it is because of some pretty amazing perks. As well as awesome colleagues and stimulating work, you'll get:

- Participation in Company shares program
- Best-in-class Parental Leave Policy. At Mews, the primary caregiver gets 6 months fully paid parental leave, the secondary caregiver gets 2 months fully paid. (No matter your location, can be used during the 1st year of your newborn, covers birthing, adoption and surrogate, applies if you're employed for at least 1 year at Mews)
- Flexible Benefits via the ThanksBen platform (pay for things like your Netflix, Spotify or other streaming services, for instance)
- Unlimited paid holiday (no, this is not a typo)
- Wellness Wednesday's (where every last Wednesday of the month, the whole company enjoys a paid day off to attend to your own well-being)
- 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

**Who is Mews?**:
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 recognize the power of innovation. They understand that they can benefit from hotel tech that drives efficiency, maximizes revenue, and improves guest happiness.

Mews serves over 3,000 properties across more than 70 countries around t