Head of Tier-4 Product Support & AI Solutions

Mews; United States; Remote; USD 120,000 - 180,000; Full time

Benefits offered by this job

Unlimited vacation

Company equity program

Paid parental leave

Learning budget

Job summary

Mews, a leading hospitality tech platform, is seeking a senior Product Support leader to own the Tier 4 escalation function. You will coach a ~10-person team across multiple product domains and partner with R&D to ensure timely fixes and improvements.

You’ll design and maintain the Jira workflow, drive CSAT improvements, and contribute to beta programs and pre-release testing. This role emphasizes AI-driven tooling and cross-functional collaboration.

Qualifications

• 6+ years in product or technical support at a B2B SaaS company, with at least 2 years managing a team.

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 agreed timelines
• Own the Tier 4 knowledge base and the AI‑powered tooling behind it to enable self-service and report on performance

Skills

Team leadership

API logs

Stakeholder management

AI tooling

Data-driven decisions

Tools

Jira

Salesforce

Intercom

Hex

Databricks

Job description

Mews, a leading hospitality tech platform, is seeking a senior Product Support leader to own the Tier 4 escalation function. You will coach a ~10-person team across multiple product domains and partner with R&D to ensure timely fixes and improvements.

You’ll design and maintain the Jira workflow, drive CSAT improvements, and contribute to beta programs and pre-release testing. This role emphasizes AI-driven tooling and cross-functional collaboration.