Customer Support Specialist - Gujarati

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 applying them to customer situations, and share 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.

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 support workflow using AI, built approaches that others follow, and you evaluate AI output critically before applying it

Background in hotel operations — understanding the environment your customers work in changes how you support them

Experience with Salesforce, Aircall, or comparable support tooling

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.

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.

Our success is powered by our incredible people, supported by benefits that help them thrive.

We’re an equal opportunities employer. We value teams that reflect the diversity of the customers and communities we serve. Different perspectives make better ideas, stronger products and a more welcoming company.

We also believe transparency is important when deciding if you're the right fit. Mews is an ambitious, high-pressure environment of continuous learning and high standards. Success here requires resilience, adaptability and a willingness to solve difficult problems.

A few things that define how we work:

High autonomy means high responsibility. People are expected to take ownership and drive outcomes. There isn’t a detailed playbook for everything, and that’s part of what makes the work challenging – and rewarding.

Change is constant. We’re growing quickly and adapting as we scale. Teams, processes and priorities continue to evolve, and only people who stay curious and agile will thrive.

We’re remote-first, not relationship-free. Flexibility is core to how we work, but strong relationships still matter. Our teams are global, so we need expert collaborators and communicators to help us move forward together.

AI is an integral part of our processes. It’s not here to steal people’s jobs, but to amplify efficiency and productivity. We’re motivated to proactively use the technology to seek out better ways of working and share our findings with the rest of the company.

If there's anything we can do to support you during the application process, let us know.

We don't discriminate on the basis of race, religion, colour, nationality, gender, sexual orientation, age, marital status, veteran status, disability or any other protected characteristic.

One final thing: don't hold back. If you don't meet 100% of the criteria in this job description but you're certain you could make a big impact, apply. Everyone should have equal access to opportunities, and we're committed to providing an inclusive experience.

If Mews sounds like the kind of environment where you'd thrive, we'd love to hear from you.