🌍 Can you help us change the world?

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 , 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 distil it down to a job description (which we do because this is a job description), it would be this:

As our KYC Support agent you should be a smart and outgoing individual who loves helping customers on providing the necessary data and documents to pass KYC, so they can use our Mews Payments products. You are a great fit for this role if you have good communication, project management skills, and enjoy providing support to customers while educating them on the benefits of using our products and services.

✅ Your mission, should you choose to accept it:

Engage with customers to guide them through the completion of the journey of using the KYC customer portal so they can successfully pass the checks in a timely manner.
Assist customers using the portal by advising on what documents are requested as part of the process and advise customers on how to upload the data and documents related to KYC.
Ensure customers understand requirements and reasons for specific document requests.
Proactively reach out to clients to ensure their KYC experience is optimal and that problems are dealt with before they arise wherever possible.
Advise customers on the benefits of using Mews Payments to increase the product adoption.
Act as the first line of support to troubleshoot any minor issues arising with the portal and escalate to internal CRM teams as required to ensure the process remains quick and easy for customers.
Manage the KYC projects ensuring the completion by the due date linked to their Go-live.
Keep track and log the updates, tasks and activities in the CRM or tools used for this purpose.
Identify potential improvements in the process for a better customer experience and internal efficiencies.

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

High School Diploma or Higher Education.
Experience in banking and/or KYC is a plus.
Ability to work in a fast-paced company and ready to work both independently or as part of a team.
Outgoing, social and ready to communicate with colleagues, clients and partners across various countries and at different organizational levels
Ability to take feedback, learn quickly and adapt to new situations and processes.
Ability to work to deadlines, multi-task, and prioritize and re-prioritize workload as needed
Experience in project management.
Organized and diligent personality with ability to apply critical thinking.
Experience using Salesforce and/or Gainsight is a plus.
Excellent written and verbal communication skills; must be comfortable having complex conversations with our customers. 
Fluent in English and German
This role requires flexibility in terms of working hours since we are supporting customers in different territories and time zones.

🎉What's in it for you?

Did you know that Mews was voted the Best PMS of 2024 and has previously held the title of Best Place to Work in Hotel Tech for two consecutive years? You do now. Most of that is down to our inspiring team, but part of it is because of some pretty amazing perks. As well as awesome colleagues and stimulating work, you'll get:

Participation in the Company shares program
Best-in-class Parental Leave Policy. At Mews, as the primary caregiver you get 6 months of fully paid parental leave, and as a secondary caregiver, you get 2 months of fully paid parental leave.
(No matter your location, this can be used during the 1st year and applies if you've been employed for at least 1 year at Mews)
Flexible Benefits via the ThanksBen p latform
Unlimited paid holiday (no, this is not a typo)
Wellness Wednesday's (once a month, the whole company enjoys a day where you can attend to your own well-being)
Remote /flexible working (we're 100% hybrid-proof, but we cannot hire from anywhere in the world unfortunately, so feel free to reach out and check with us!)
Monthly working from home allowance and a monthly healthcare insurance allowance (we want you to be happy & healthy)
Regular team events and socials

🤷🏻 Who is Mews?

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.

💭 Life at Mews

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. Every month we have a Wellness Wednesday, a day off that you can use to boost your health, whether that's a long lie-in, a trip to the gym, or anything in between. 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.

Everyone is welcome at Mews

To reimagine the art of hospitality, we need teams who 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. Embracing different perspectives, trying new things and feeling safe to bring your 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 think you don't meet 100% of the criteria listed in this job role, we still encourage you to apply. We believe that everyone should have equal access to opportunities and want to ensure we provide an inclusive experience, so do let us know if there is anything else we can do to support your application process. We can't wait to hear from you!