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Customer Onboarding Executive

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Mews

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Location:
United States

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

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Job Description:

As a Customer Onboarding Executive, you should be a smart and outgoing individual who loves teaching, supporting & all things hospitality related. We would prefer if you had some experience in any of the hotel, travel or global distribution industries but we particularly want someone who is able to clearly and enthusiastically transfer their deep knowledge to both clients and colleagues. You are excited to engage our small to medium clients in order to test your skills in the large and diverse world of hospitality. You have proven you can manage relationships with smaller clients while ensuring their success and improving their Mews product usage. Or, similar experience in the world of hospitality.

Job Responsibility:

  • Lead small and medium value clients through the Onboarding process
  • Liaising with customers via video conferencing and email to educate and motivate them throughout the onboarding process
  • Provide timely and helpful support to customers by responding to ad-hoc inquiries via live chat
  • Proactively contact customers by phone to re-engage them and guide them through the onboarding process
  • Use appropriate tools and systems to efficiently manage high volumes of customer interactions
  • Identify customer trends, gather insights, and share feedback to help improve the overall customer experience
  • Ensure existing training programs meet and/or exceed customer needs
  • Coordinate/facilitate ad hoc (online) training sessions during the onboarding process

Requirements:

  • 1-3 years hospitality technology experience - ideally hands-on work with PMS, POS, or similar systems in hotels or SaaS companies
  • Customer support or onboarding background - experience managing multiple clients, hitting SLAs, and working with ticketing/live chat systems
  • Higher education preferably in Hotel Management, IT, Travel Business, or related field is a plus
  • Strong organizational skills - you can juggle 30+ clients while maintaining attention to detail and meeting deadlines
  • Proactive problem-solving mindset - you spot patterns, escalate trends, and contribute to continuous improvements
  • Fluency in English and Gujarati
  • To be eligible for this position, you must be based in one of the following US states: Arizona, California, Colorado, Florida, Georgia, Illinois, Kansas, Massachusetts, Montana, Nevada, New Jersey, New York, North Carolina, Ohio, Oregon, South Carolina, Tennessee, Texas, Utah, Vermont, Virginia, Washington, Wisconsin.
What we offer:
  • 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
  • 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)
  • Regional healthcare coverage
  • Team events and socials

Additional Information:

Job Posted:
February 14, 2026

Employment Type:
Fulltime
Work Type:
Remote work
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