Customer Support Specialist - Gujarati

Help make the world more hospitable
The hospitality industry is uniquely human, and it deserves technology that’s just as inspiring as the people behind it. At Mews, we’re transforming the industry with a platform that helps hotels run smarter, move faster and create better guest experiences.
You’ll work with smart, curious people who care deeply about what they do. You’ll have autonomy and the trust to make good decisions and move quickly. And you’ll enjoy a real sense of purpose as you see the impact of what we’re building.
If you’re motivated by ownership, curiosity and meaningful impact, and are driven to deliver consistent high performance, you’ll feel at home here.
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:
This role is the escalation point that keeps customer relationships with Mews intact. When hotels hit issues that go beyond standard support, the Senior Support Analyst is who they reach, and how that interaction lands shapes whether a customer stays, grows, or disengages from the platform. Hospitality runs around the clock, and Mews is committed to being genuinely there for every property that depends on us.
You'll own the complex cases that come through phone, email, chat, and video, across multiple channels and territories. You'll build real relationships with customer and partner contacts over time, contributing to roundtables and customer events as part of how Mews stays close to the hotels it serves. There's a clear development path here too, with routes into specialisation, team leadership, or closer involvement in shaping product feedback.
The support function at this level isn't reactive. When a customer runs into something the platform needs to handle better, the Senior Support Analyst is the person who connects that signal back to the teams who can act on it, and who ensures the knowledge the team builds stays current and usable.
What you would do
- Handle complex customer cases via phone, email, chat, and video, resolving situations that go beyond standard support paths
- Work consultatively with customers to improve how they use Mews, identifying adoption gaps and efficiency opportunities rather than just resolving individual tickets
- Spot patterns across incoming cases and bring clear, documented signals to Product, R&D, and senior support
- Use AI to identify case resolution patterns, build knowledge base content, and develop support approaches that your colleagues across the team can adopt
- Critically evaluate AI-generated suggestions before ing them to customer situations, and that judgment with colleagues as a practical part of how the team improves

AI Fluency Level 3: In this role, that means you've looked at how support work gets done, not just how you personally work, and you've used AI to redesign at least part of it. Whether that's how knowledge articles get written, how case patterns get surfaced, or how resolution frameworks get developed and distributed, you've built something that others now follow. And when AI gives you a suggestion in a support context, you evaluate it properly before it reaches a customer.
For more information on AI fluency at Mews, please refer to AI Fluency at Mews: A Comprehensive Guide for Candidates on Confluence.
What you would bring
- Experience in a technical customer support role, ideally in SaaS or hospitality technology
- Analytical skills strong enough to work through complex, escalated cases and identify the root issue without needing everything handed to you
- Fluency in English and Gujarati (written and spoken), with clear and effective communication across all channels
- Availability for shift work, including a regular rotation covering weekends and bank holidays
- AI Fluency Level 3: you've redesigned elements of a sup