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... 🐇
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)
📚 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.
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.
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.
Relocation options available after 1 year
Flexible, hybrid working options
One-off home office setup budget to make your workspace your own
Monthly working-from-home and healthcare allowances (where local healthcare benefits are not in avaliable)
We also tailor benefits to each location - from regional healthcare coverage to team events, socials, and other perks that make Mews life special wherever you are.
Because at Mews, growth, balance, and belonging aren't just words, they're how we work.
We want to get to know you, so it’s only fair we tell you a little bit about ourselves first. Mews has been transforming hospitality since 2012. What began in a single hotel in Prague now powers thousands of hotels around the world, as they pursue their mission to develop transformational solutions for brands and create remarkable experiences for guests.
Since the beginning, Mews embraced being different. Mews is not simply a property management system, but a connected hospitality cloud with products across the hotel ecosystem and more integrations than anyone else.
From global hospitality brands to independent properties, hoteliers join Mews because they recognize the power of innovation. They understand that they can benefit from hotel tech that drives efficiency, maximizes revenue, and improves guest happiness.
Powering over 5,000 customers across more than 85 countries, Mews Hospitality Cloud is designed to streamline operations for modern hoteliers, transform the guest experience and create more profitable businesses.
Ranked 24th in the FT 1000 list of the fastest-growing European companies in 2021, Mews has been recognized as the Best PMS by industry peers at the HotelTechAwards in both 2020 and 2024, consistently earning acclaim. Mews also achieved finalist status in 2021 and 2022. What's more, we take immense pride in being listed among the Best Places to Work in Hotel Tech during those same years and again this year. But our achievements don't stop there; Mews was also listed among the World's Best Hotel PMS Provider 2023 and as the World's Best Independent Hotel PMS Provider 2022 and 2023 by the World Travel Tech Awards.
That’s what we do, but what about who we are? Mews’ culture is special and difficult to capture in words, which makes writing this tricky. You'll experience the freedom to be yourself and the ability to watch your ideas come to life. You’ll have an open line of communication and an open invitation to after-work drinks, be they virtual or in-person. Sometimes the work can be challenging and there can be a lot of it, but you’ll always be able to rely on those around you.
Yes, we’re ambitious and we move fast, but we know the value of fun and taking a breather. We have slack channels for almost every interest imaginable, and an all-company meeting every Friday gives you the chance to ask any question to our leadership team.
To get more of an idea what life at Mews is like, check out our Instagram 📸.
We’re guided by our five key values; if you see yourself in them, it’s time to get in touch.
We’re an equal opportunities employer. To reimagine the art of hospitality, we need teams that represent our global and diverse customers and users. Our differences make Mews, so we welcome people of all backgrounds and identities to work with us. We embrace different perspectives, encourage trying new things and want everyone to feel safe bringing their authentic self to work. If this sounds like you and you’re ready to join a global, innovative and exciting community, we’d love to hear from you.
One very important note: don’t hold back. Even if you don’t meet 100% of the criteria listed in this job description, we still encourage you to apply. We believe everyone should have equal access to opportunities and we’re committed to providing an inclusive experience, so please let us know if there’s anything we can do to support you during the application process. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, disability, or any other protected characteristic. We can’t wait to hear from you.
At Mews, we believe AI enhances our work but should not replace what humanises it and makes it individually ours. We see AI as a tool to support research, generate ideas, and drive efficiency, but creativity, critical thinking, and opinions differentiate us. As you apply, feel free to use AI to help structure your thoughts — but ensure your application and conversations with us, reflect your personal opinions, capabilities and experience. We’re building an AI-enabled workforce, and that starts with people who think independently and bring fresh ideas to the table. Because at Mews, making work more human is the ultimate goal.