Product Support Manager

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

You'd lead Mews' Tier 4 Product Support team, the deepest line of product knowledge in the business and the last stop for every escalation that Tier 2 and Tier 3 can't resolve. You'll manage a team of subject matter experts across multiple product domains, while also being one of the people in the room when Mews decides what R&D builds next, backed by real escalation volume, CSAT impact and severity data.

What you'll be doing

• Owning the T4 escalation function end to end: triage, resolution, stakeholder communication and closure across every case escalated from T2 and T3
• Leading, developing and performance-managing a team of subject matter experts across multiple product domains
• Partnering with R&D to influence prioritisation, bringing escalation data into product conversations and representing the support voice in beta programmes and pre-release testing
• Owning the Tier 4 knowledge base and the tooling behind it, closing knowledge gaps so T2 and T3 can self-serve on known issues

AI Fluency Level 4: here, that means building AI-powered tooling for the T4 function itself (automated escalation classification, trend surfacing across case history), not just using off-the-shelf AI assistants for day-to-day triage.

For more information on AI fluency at Mews, please refer to "AI Fluency at Mews: A Comprehensive Guide for Candidates" .

What we're looking for

• 6+ years in product or technical support at a B2B SaaS company, with at least 2 years managing a team
• Proven experience managing a deep technical or expert-tier support function: you know the difference between a support backlog and a product problem
• Strong technical foundations: comfortable reading logs, understanding API behaviour, and debugging integration issues
• AI Fluency Level 4 or equivalent: you've built AI-powered tools or systems, not just used off-the-shelf AI assistants in your own workflow

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.