Title: Customer Support Analyst - Dutch Speaker Location: Spain United States 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: - Develop an in-depth understanding of Mews' solutions, serving as an ambassador to our customers, ensuring they are achieving great value from our products. - Provide exceptional support for customers on technical issues via messaging, email and phone. - Consult with customers proactively on ways to improve usage and efficiency. - Build and retain rapport with appointed "Mews person" at customer sites. - Maintain thorough customer documentation. - Continuously improve internal knowledge base - 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 Dutch - Experience working in hotels and/or customer service roles in SaaS - Experience using Property Management Systems is a bonus - Ability to speak other languages fluently is a big advantage! (Spanish, French, Dutch, Italian, German, Swedish) - Ability to take feedback, learn quickly and adapt to new situations - Outgoing, social, ready to communicate with employees, customers and partners across different countries and different organizational levels - Willingness to work in shifts as we support our customers around the globe 24/7, Shifts rotation is: Early: 07:00-16:00 Day: 09:00-18:00 Late: 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. - Relocation options available after 1 year - Monthly "EDGE" time - dedicated to Explore, Develop, Grow, and Elevate yourself - 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)

• Work directly with HubSpot customers across phone, chat, and web channels to resolve product-related queries as a trusted advisor • Deliver a human and proactive support experience, applying creative problem-solving to help customers optimise their use of HubSpot tools and grow their businesses • Collaborate within a dynamic team environment to foster a positive, inclusive culture where continuous learning and feedback are encouraged • Utilise phone, live chat, and web tickets to partner with customers, effectively resolving issues and adapting to fluctuating inquiry volumes • Apply business acumen to customer situations to proactively identify challenges and opportunities • Remove technical barriers for customers and guide them through various tools within HubSpot • Independently utilise support resources and tools to comprehend new and technical information • Implement troubleshooting frameworks to test, replicate, and investigate technical queries, minimising escalations and resolution time • Identify and diagnose software issues to enhance the product experience for customers • Deliver thoughtful, empathetic, and comprehensive resolutions tailored to each customer, facilitating their business growth • Collaborate within HubSpot to deepen customer engagement with our platform and enhance overall customer experience • Serve as a role model and trusted advisor, demonstrating a customer-first mindset and taking ownership of even the most complex and sensitive issues

• Apply business acumen to our customer situations to proactively identify challenges and opportunities • Use phone, live chat, and web tickets, you’ll partner with customers to effectively resolve issues, adapting to fluctuations in the volume of incoming inquiries • Remove technical barriers for our customers and help them navigate a variety of tools within HubSpot • Utilize the full potential of support resources and tools independently, and make sense of new and technical information • Apply troubleshooting frameworks to test, recreate, and investigate technical queries to minimize escalations and resolution time • Identify and diagnose software issues to fix and improve the product experience for our customers • Communicate thoughtful, empathetic, and complete resolutions tailored to each customer, enabling them to grow their business better • Collaborate within HubSpot to more deeply engage customers with our platform, and improve the overall customer experience • Be a role model and trusted advisor on the team showcasing customer first mindset and taking ownership of even the most complex and sensitive issues

• Provide advanced technical support for AI-related tools and applications, addressing client inquiries and technical issues. • Assist clients in integrating AI solutions into their workflows, ensuring minimal disruption and maximum efficiency. • Conduct training sessions and workshops to educate clients on AI technologies, best practices, and tool usage. • Collaborate with the AI development team to provide feedback based on client experiences and needs. • Monitor AI system performance and recommend improvements or upgrades as needed. • Stay current with AI industry trends and advancements, sharing insights with clients and the internal team. • Document all support interactions and maintain up-to-date knowledge resources for client reference.