Senior Support Analyst – FinTech Expert
About this role
🌍 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 we scale our payments capabilities, we’re hiring a knowledgeable and proactive FinTech Expert to join our Customer Support team. You will contribute as a front‑line expert for payment operations, help design and run robust support processes, support high‑stakes escalations, and collaborate with Product, Compliance, Legal, Engineering, and Data through launches, onboarding, and migrations. You’ll help us build from the ground up while maintaining high customer satisfaction and minimizing risk.
Responsibilities
- Provide expert‑level support for payments topics such as payment failures or delays, transfers and balances, top‑ups and redemptions, reconciliation and reporting, and outcomes of compliance processes
- Contribute to documentation around policies, procedures, run-books, communication templates, and SLA tracking for payments support flows, and help ensure responses align with complaints‑handling expectations and legal timelines
- Assist in planning and executing onboarding and migration support, including hyper‑care windows; help monitor early transaction/settlement batches to surface breakage (e.g. format/descriptor changes) and support proactive customer communications
- Monitor incoming queries and complaints to identify and escalate patterns indicative of potential major incidents
- Work closely with Compliance/Legal to ensure compliance with internal policies and procedures
- Collaborate on training materials and sessions on payments workflows, escalation paths, regulatory sensitivities, and help maintain internal knowledge base materials
- Collaborate with Product/Engineering/Data to advocate for the tooling and data visibility needed within Mews to resolve issues
- Support hyper‑care after product launches and contribute to readiness for spikes in support volume
- Contribute to a controlled, scalable operating model that supports steady growth without compromising on governance or customer experience
- REQUIRED SKILLS
- 3–5 years in payments support/operations within FinTech, PSP/acquiring, banking, or licensed payments environments, with exposure to support processes
- Strong understanding of payment flows, cross‑border transactions, reconciliation, and disputes/chargebacks
- The ability to distinguish product/technical issues from process/compliance issues
- Experience contributing to policies and procedures, improving support processes, and identifying patterns that indicate systemic issues
- Proven ability to handle sensitive customer communications
- Excellent written and verbal communication skills in English (additional languages are a plus)
- Ability to explain complex concepts to non-technical users
- Customer-first mindset with strong communication and interpersonal skills
- Fluent in English (additional languages a plus)
- Role Competencies
- 📚 PRODUCT KNOWLEDGE & DOMAIN EXPERTISE
- Demonstrating proficiency in both product and technical facets of the role, leveraging these competencies to excel. Showing increasing levels of proficiency across the product suite and/or in the specialized knowledge pertinent to your area(s) of expertise. Committing to enhancing expertise within the domain to drive productivity gains.
- 🏆 CUSTOMER CENTRICITY
- Ensuring every customer enjoys an exceptional experience throughout their journey with Mews. This involves fostering trust, instilling confidence, offering clear communication, and anticipating their needs.
- 💡 PROBLEM SOLVING
- The ability to work in an orderly and methodological fashion to solve problems. Problem-solving involves gathering relevant data, discerning crucial aspects, and proposing effective solutions. Employing rigorous methods to address complex issues and uncovering hidden challenges. Recognizing when to seek guidance from others and sharing insights collaboratively. Adaptable to ambiguity and adept at finding practical compromises to achieve desired results.
- 💬 COMMUNICATION
- The ability to use language to enhance outcomes by facilitating the sharing and gathering of information, exchanging ideas, and openly exploring diverse perspectives. This involves integrating emotional intelligence tailored to the specific individuals, audiences, and situations involved.
- 🤜🤛 DRIVE
- Having both the capability and the drive to actively pursue and take ownership of outcomes, regardless of whether they are positive or negative. This involves a readiness to accept responsibility for the consequences of one's actions, to learn from both successes and setbacks and to persist in the face of challenges with resilience and determination. It involves embracing accountability for the results achieved, recognizing them as opportunities for growth and improvement, and demonstrating a commitment to continuous development and self-reflection.
- 🎉 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.