KYC Support Agent

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:

Getting a hotel live on Mews Payments is one of the most consequential moments in a customer's onboarding journey — and KYB is often the part that makes or breaks that timeline.

As a KYB Support Agent, you'll be the communication bridge between Mews' internal Risk team and the customers who need to complete Know Your Business checks before they can go live on Mews Payments. That means guiding hotel operators and business owners through document submission, translating technical vendor rejections into clear next steps, and keeping cases moving forward — even when customers are frustrated, documents are wrong, and the clock is ticking.

This is a specialist role that sits at the intersection of compliance, fintech, and customer communication. It requires someone who can explain why a document is needed — not just that it is — and who stays methodical and calm when clients push back or go silent. The team is already building Claude agents for inbox triaging and customer drafting, and you'd be expected to contribute to that from day one, not just observe it.

What you would do

• Guide customers through KYB document submission via Salesforce, explaining what's required and why at each stage
• Translate rejection notices from Stripe and Adyen into clear, accurate guidance for customers
• Triage and prioritise your daily case queue based on go-live proximity and escalation risk — reading the email chain, not just the status field
• Draft customer communications using AI tools, including replies to frustrated or escalating customers
• Manage your cases to go-live deadlines, proactively following up when customers go silent
• Escalate to the internal Risk/CDD team when required, with clean handoff documentation
• Contribute to the team's case type library — documenting edge cases and new patterns to improve AI-assisted workflows
• Identify process inefficiencies and surface improvement suggestions

What you would bring

• Written fluency in German and English — you write professionally in both, not just translate between them
• B2B client communication experience in a regulated or document-heavy context — compliance, legal ops, onboarding, or KYC/AML
• Compliance literacy: you can explain the reasoning behind specific document requirements and hold your ground calmly when a client questions the process
• Organised by instinct — you follow up without reminders, keep records clean, and know why that matters for the rest of the team
• Sound escalation judgment: you know the difference between cases you can resolve with a well-drafted email and cases that need CDD/Risk involvement
• You already use AI as a genuine part of your workflow and can describe something you've built or configured — not just ad hoc drafting
• Based in Spain or Germany

Nice to have

• Spanish at professional working level
• Salesforce experience (case management and Chatter)
• Fintech, SaaS, or hospitality technology background
• Hands-on experience with Stripe or Adyen vendor portals

Pay Transparency at Mews

Salary ranges are provided in good faith and reflect current market conditions and internal pay structures. Final compensation may be adjusted based on funding, budget constraints, or exceptional candidate qualifications, but will remain within reasonable proximity to the stated range.

This salary disclosure is provided in compliance with applicable pay transparency legislation. We are committed to equal pay practices and prohibit salary history inquiries during our recruitment process.

If the location you're applying from wasn't originally advertised for this role, salary range information is available upon request at any point during the application/interview process - your recruiter will be able to help.

What’s in it for you?

Our success is powered by our incredible people, supported by benefits that help them thrive.

Global benefits

No matter where you’re based, you’ll enjoy:

• Unlimited paid holiday (yes, really)
• Participation in our company share program
• Paid parental leave (6 months fully paid for primary caregivers, 2 months for secondary, available after one year of service)
• An annual Learning budget of €300 (and more for high performers) to support your development
• Monthly "EDGE" time to Explore, Develop, Grow, and Elevate yourself
• A work from anywhere policy with flexibility to work abroad for a few weeks each year
• Relocation options, available after one year
• Flexible, hybrid working options
• A home office setup budget to make your workspace your own and a monthly work-from-home allowance
• Claude tokens, so you can automate workflows and build smarter, more efficient ways of working

Local benefits

You'll receive additional benefits that vary by location, from healthcare and retirement plans to team events, socials and other perks. Ask us about it during your interview process.

Life at Mews

We’re an equal opportunities employer. We value teams that reflect the diversity of the customers and communities we serve. Different perspectives make better ideas, stronger products and a more welcoming company.

We also believe transparency is important when deciding if you're the right fit. Mews is an ambitious, high-pressure environment of continuous learning and high standards. Success here requires resilience, adaptability and a willingness to solve difficult problems.

A few things that define how we work:

• High autonomy means high responsibility. People are expected to take ownership and drive outcomes. There isn’t a detailed playbook for everything, and that’s part of what makes the work challenging – and rewarding.
• Change is constant. We’re growing quickly and adapting as we scale. Teams, processes and priorities continue to evolve, and only people who stay curious and agile will thrive.
• We’re remote-first, not relationship-free. Flexibility is core to how we work, but strong relationships still matter. Our teams are global, so we need expert collaborators and communicators to help us move forward together.
• AI is an integral part of our processes. It’s not here to steal people’s jobs, but to amplify efficiency and productivity. We’re motivated to proactively use the technology to seek out better ways of working and share our findings with the rest of the company.

If there's anything we can do to support you during the application process, let us know.

We don't discriminate on the basis of race, religion, colour, nationality, gender, sexual orientation, age, marital status, veteran status, disability or any other protected characteristic.

One final thing: don't hold back. If you don't meet 100% of the criteria in this job description but you're certain you could make a big impact, apply. Everyone should have equal access to opportunities, and we're committed to providing an inclusive experience.

If Mews sounds like the kind of environment where you'd thrive, we'd love to hear from you.