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.
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:
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.
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.
Fluency in English and German is required. Fluency in Spanish is a bonus!
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 plus minimum one of the following languages: French, German, Dutch, Spanish.
This role requires flexibility in terms of working hours since we are supporting customers in different territories and time zones.
Pay range location A: Germany
Pay range location B: Spain
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