Customer Support Analyst - German

🌍 Can you help us change the world?

It’s true. At Mews, we dream big. As a Hotel Tech unicorn valued at $2.5b, 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 distill 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 will demonstrate a unique combination of people skills and tech savvy as you will be speaking/messaging/emailing with clients and helping them navigate any challenges they have with our hospitality cloud. It's a unique opportunity where you will learn a ton and gain invaluable experience in a tech company with a startup vibe.

✅ Your mission, should you choose to accept it:

1. Develop an in-depth understanding of Mews’ solutions, serving as an ambassador to our customers, ensuring they are achieving great value from our products.

2. Provide exceptional support for customers on technical issues via messaging, email and phone.

3. Consult with customers proactively on ways to improve usage and efficiency.

4. Build and retain rapport with appointed “Mews person” at customer sites.

5. Maintain thorough customer documentation.

6. Continuously improve internal knowledge base

7. Leverage Support tooling to document customer issues thoroughly

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

Native or fluent in English and German

Experience working in hotels and/or customer service roles in SaaS

Experience using Property Management Systems is a bonus

Outgoing, social, ready to communicate with employees, customers and partners across different countries and different organizational levels

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

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

Shifts rotation is:

Early: 07:00–16:00Day: 09:00–18:00Late: 13:00–22:00

🎉 What’s in it for you?

Did you know Mews was named Best PMS of 2025 - for the second year in a row - and twice recognized as a Best Place to Work in Hotel Tech?

That success is powered by our incredible people and supported by the benefits that help them thrive.

🌍 Global benefits

No matter where you’re based, you’ll enjoy:

Participation in our company share program

Best-in-class parental leave (6 months fully paid for primary caregivers, 2 months for secondary, available within your first year)

Unlimited paid holiday (yes, really)

Work from anywhere - enjoy the flexibility to work from other countries for a few weeks each year through our compliant and flexible Workation policy.