Technical Application and Onboarding Specialist

Help make the world more hospitable

The hospitality industry is uniquely human, and it deserves technology that’s just as inspiring as the people behind it. At Mews, we’re transforming the industry with a platform that helps hotels run smarter, move faster and create better guest experiences.

You’ll work with smart, curious people who care deeply about what they do. You’ll have autonomy and the trust to make good decisions and move quickly. And you’ll enjoy a real sense of purpose as you see the impact of what we’re building.

If you’re motivated by ownership, curiosity and meaningful impact, and are driven to deliver consistent high performance, you’ll feel at home here.

About the role

Let's get into the specifics. 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 into a job description (which we do because this is a job description), it would be this:

You'd own one Mews product area end to end from the Specialist Hub: the hardest technical implementations in it, the escalations that Onboarding Managers and Support can't resolve from the knowledge base, and the operational health of the whole thing, from onboarding performance and SLAs to the documentation the rest of Customer Success relies on. When a customer's setup involves non-standard configuration, API work or integrations nobody has wired up before, it comes to you, and so does the question of how to stop that case recurring.

Hotels increasingly run on Mews as the hub for payments, distribution, POS and dozens of connected systems, which makes implementations more technical and more consequential every year. This role exists to make sure that complexity gets resolved properly, documented once, and fed back into the product. You sit between Onboarding, Customer Success, Product and R&D, with a direct line into testing, blitz testing and product feedback, so what you learn from customers shapes what gets built.

What you would do 

• Support complex implementations for your product area, including configuration, integrations, APIs and non-standard requirements, and act as the technical escalation point when something is blocking a go-live
• Act as third-tier support to Onboarding Managers and Customer Success on configuration, troubleshooting and edge cases, and advise CSMs on what is and isn't feasible for new leads
• Own the performance metrics for your area (CSAT, time to resolution, repeat question rate, deflection rate) and act when timelines, SLAs or onboarding health are at risk, before they become blockers
• Own and maintain the knowledge base content for your product area, and use AI to redesign how it gets written, kept current and checked, building approaches the wider Specialist Hub can follow
• Work with Product and R&D on technical escalations, recurring onboarding problems and product feedback, and contribute to product testing, hackathons and strategic projects