Customer Support Analyst - German speaker

🌍 Can you help us change the world?

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... 🐇

🧑🏻‍💻 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 distil 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 demonstrate a unique combination of interpersonal skills and technical proficiency in engaging with clients through various communication channels, including phone, video meeting, chat, and email.  Your primary focus will be to assist clients navigate through Mews and solve any issues related to the usage of our system and products.  The role presents an opportunity for you to immerse yourself in a dynamic environment, gaining extensive knowledge and invaluable experience in a tech company with a start-up vibe.

✅ Your mission, should you choose to accept it:

• Develop an in-depth understanding of Mews’ solutions to provide customer support for technical issues via chat messaging, email, and phone.

• Become a Mews ambassador to ensure customers and partners derive maximum value from our products.

• Demonstrate consultative skills by proactively working with customers to enhance their usage and efficiency.

• Build rapport with key customer and/or partner contacts across territories or accounts as required.

• Maintain thorough case documentation and adhere to Mews’ communications and quality standards across all channels.

• Provide remarkable customer service to ensure high customer satisfaction, as reflected in CSAT scores and Internal Quality evaluations.

• Follow and adhere to Standard Operating Procedure (SOP) guidelines pertinent to role responsibilities.

• Effectively utilize tools such as Salesforce, Aircall, and Omnichannel to provide support.

• Effectively use internal collaboration channels to address customer issues.

• Effectively balance multiple issues and priorities simultaneously

• Continuously improve the knowledge database by writing and suggesting amendments to current articles.

🤝️ You’ll be a great fit if you bring a few of the below with you:

• Higher Education preferably in Hotel Management / IT / Business

• Native or fluent in English and German

• Professional experience in a technical customer support role or similar

• Strong problem-solving and analytical skills

• Excellent communication and interpersonal skills

• A commitment to continuous learning

• Ability to effectively balance multiple priorities and effectively collaborate in a team environment

• Experience in hotel operations

• The ability to speak other languages fluently is a big advantage! (Spanish, French, Dutch, Italian, Swedish)

• Ability to take feedback, learn quickly, and adapt to new situations

• Unrestricted Right to work permissions in Spain or Czech Republic

• Willingness to work in shifts as we support our customers around the globe 24/7

• Ability to work in a fast-paced environment

• Ad hoc duties as assigned by your manager, related to the scope of this role

Salary: 29000EUR per annum.

🎉 What’s in it for you?

Did you know that Mews was named the Best PMS of 2025—for the second year in a row—and has previously been recognized as the Best Place to Work in Hotel Tech for two consecutive years? Now you do! While much of this success is thanks to our incredible team, part of it is also because of the fantastic perks we offer. Beyond working alongside amazing colleagues and tackling exciting challenges, you’ll enjoy:

• Participation