Head of Tier-4 Product Support & AI Tools

Mews; Ireland; Remote; EUR 65,000 - 80,000; Full time

Benefits offered by this job

Unlimited paid holiday

Learning budget €300+ annually

Work from anywhere policy

Relocation options after one year

Job summary

Mews is seeking a Tier 4 Product Support leader to own escalation management end-to-end. You will coach a team of ~10 experts, influence product priorities with data, and own knowledge bases and AI-driven tooling.

Collaboration with engineering, product managers and BI is essential to improve timelines and reduce escalations. Ideal candidates bring 6+ years in B2B SaaS support, strong API/logs skills, and proven senior-stakeholder engagement.

Qualifications

• 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
• Strong technical foundations: reading logs, understanding API behaviour, debugging integration issues
• Demonstrated ability to manage senior stakeholder relationships with engineering leads and product managers
• AI Fluency Level 4 or equivalent hands-on experience: built AI-powered tools or systems

Responsibilities

• Own the Tier 4 escalation function end-to-end: triage, resolution, stakeholder communication and closure across every case escalated from T2 and T3
• Lead, develop and performance-manage a team of around 10 subject matter experts across multiple product domains
• Partner with R&D to influence prioritisation, bringing escalation volume, CSAT impact and severity data into product conversations
• Build and maintain the Jira process that logs bugs, tracks fixes and holds engineering accountable to timelines

Skills

Product support leadership

Team management

APIs & logs

Stakeholder management

AI tooling

Tools

Jira

Salesforce

Intercom

Hex

Databricks

Job description

Mews is seeking a Tier 4 Product Support leader to own escalation management end-to-end. You will coach a team of ~10 experts, influence product priorities with data, and own knowledge bases and AI-driven tooling.

Collaboration with engineering, product managers and BI is essential to improve timelines and reduce escalations. Ideal candidates bring 6+ years in B2B SaaS support, strong API/logs skills, and proven senior-stakeholder engagement.