Premium Customer Support Expert

<h4>🌍<strong> Can you help us change the world?<br/></strong></h4> <p>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<strong>,</strong> we’re enabling the world’s most revolutionary hospitality brands to accelerate their digital transformation.</p> <p>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... 🐇</p> <h4><strong>🧑🏻‍💻 About the role</strong></h4> <p>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:</p> <p>We are looking for a Premium Customer Support Expert to join our newly established Premium Customer Support team. The role will be a crucial part of the Mews product, fostering loyalty and generating brand advocacy. It will add an extra layer of service we provide as a company which will be dedicated to the ones who really need it. The Premium Customer Support Expert is an ambassador of Mews, providing superior hospitality, excellent customer service, extensive knowledge and problem resolution for our most valuable clients in all areas covered by the Premium Support tier. Premium Customer Support Experts provide enhanced, extraordinary services in a positive, enthusiastic, courteous and friendly manner to all clients and their customers. </p> <p>Premium Customer Support Experts are expected to take ownership, go above and beyond to delight clients, know where to find answers and offer the right solution to clients at the right time, engage with clients in a caring and personalized manner, utilize opportunities to sell and market all products and services, remain current on policies and procedures, products, services, features, complete required training, help maintain a professional work atmosphere and strive to achieve and support department goals and objectives. </p> <h3 id="RESPONSIBILITIES"><strong>✅ Your mission, should you choose to accept it:</strong></h3> <ul> <li> <p>Responding to and resolving product or technical issues that clients are experiencing across variety of communication channels: phone, email, live chat, in correspondence of the established SLAs. </p> </li> <li> <p>Clarifying clients’ complaints, determining the cause of the issue, providing and explaining appropriate solutions or alternatives in case of system limitations. </p> </li> <li> <p>Working collaboratively with teammates to solve clients’ issues as quickly and as efficiently as possible. </p> </li> <li> <p>Reporting clients’ complaints and escalating issues when necessary, to prevent potential churn and following up to ensure their requests are resolved. </p> </li> <li> <p>Delighting and retaining clients by answering questions and providing suggestions and advice that lead to short- and long-term success. </p> </li> <li> <p>Building brand image by taking the best care of the clients and exceeding their needs and expectations. Always going the extra mile. </p> </li> </ul> <h3 id="REQUIRED-SKILLS"><strong>🤝<strong>️ You’ll be a great fit if you bring a few of the below with you:</strong></strong></h3> <ul> <li>Must be based in Czech Republic or Spain.</li> <li> <p>University degree in Hospitality </p> </li> <li> <p>Prior customer hospitality experience </p> </li> <li> <p>1 year Mews experience </p> </li> <li> <p>Full proficiency in English </p> </li> <li> <p>French or Bilingual language skills are a great advantage </p> </li> <li> <p>Excellent communication skills </p> </li> <li> <p>Ability to work under pressure, handle a multitude of projects concurrently while paying close attention to detail and customer service </p> </li> <li> <p>Excellent interpersonal skills with ability to interact effectively with all levels of management and regular employees</p> </li> </ul> <p>Salary for Czech Republic is 648.000CZK annually.<br/>Salary for Spain is €38,000.00 annually.</p> <p> </p> <h3><strong><span>🎉</span><span> What’s in it for you?</span></strong></h3> <p>Did you know that Mews was named the <a href="https://www.mews.com/en/press/mews-named-best-pms-in-hoteltechawards">Best PMS of 2025</a>—for the second year in a row—and has previously been recognized as the <a href="https://www.mews.com/en/blog/best-place-to-work-hotel-tech-2022">Best Place to Work in Hotel Tech</a> 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:</p> <ul> <li><span>P