Manager, Product Support - Expert Team

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

Benefits offered by this job

Remote-first

Home office budget

AI tooling budget

Relocation options

Healthcare benefits

Job summary

mewssystems is seeking a senior Tier 4 escalation lead to oversee the deepest level of product support for a hospitality technology platform. You will lead a team of SMEs, collaborate with engineering and product, and influence roadmaps by translating escalated case patterns into product improvements.

In this player‑coach role, you will own the knowledge base, drive AI tooling initiatives, and report metrics for continuous improvement.

Qualifications

• 6+ years in product or technical support at a B2B SaaS company.
• At least 2 years of people management experience.
• Ability to read logs, interpret API behavior, and debug integrations.
• Experience distinguishing escalations from product problems with senior stakeholders.
• Hands-on experience building AI-powered tools or systems.

Responsibilities

• Own end-to-end Tier 4 escalation function: triage, resolution, stakeholder communication, and closure on every case routed up from lower support tiers.
• Lead, coach, and performance‑manage a team of around 10 subject matter experts spanning multiple product domains.
• Partner with engineering and product management to influence roadmap prioritization with escalation data.
• Build and maintain the Jira workflow that logs bugs, tracks fixes, and holds engineering accountable to timelines.
• Own the Tier 4 knowledge base and its AI-powered tooling, including gap detection and trend surfacing.

Skills

People leadership

Stakeholder management

Technical troubleshooting

AI tooling experience

B2B SaaS knowledge

Tools

Salesforce

Intercom

Hex

Databricks

Jira

Job description

Role overview

The position leads the deepest tier of product support for a hospitality technology platform used by hotels, sitting at the intersection of complex customer escalations and engineering roadmaps. It is a player‑coach role that combines people leadership of a team of subject matter experts with direct influence over R&D prioritization, ensuring that patterns hidden inside escalated cases translate into product improvements rather than being resolved one ticket at a time.

Responsibilities

• Own the end‑to‑end Tier 4 escalation function: triage, resolution, stakeholder communication, and closure on every case routed up from lower support tiers
• Lead, coach, and performance‑manage a team of around 10 subject matter experts spanning multiple product domains
• Partner with engineering and product management to influence roadmap prioritization, bringing escalation volume, CSAT impact, and severity data into product decisions, and represent the support voice in beta programmes and pre‑release testing
• Build and maintain the Jira workflow that logs bugs, tracks fixes, and holds engineering accountable to agreed timelines
• Own the Tier 4 knowledge base and its AI‑powered tooling, including automated gap detection and trend surfacing across case history, and report performance metrics to drive continuous improvement

Requirements

• 6+ years in product or technical support at a B2B SaaS company, with at least 2 years managing a team
• Demonstrated experience running a deep technical or expert‑tier support function, with the judgment to distinguish support backlogs from product problems
• Strong technical foundations: comfortable reading logs, interpreting API behaviour, debugging integration issues, and translating technical detail into clear customer communication
• Track record of managing senior stakeholder relationships with engineering leads and product managers, including the ability to push back and escalate appropriately while building trust
• Hands‑on experience building AI‑powered tools or systems, beyond just using off‑the‑shelf AI assistants in personal workflows

Nice to have

• Ownership of a knowledge management or documentation programme, with measurable reductions in escalation volume through improved self‑service
• Familiarity with BI and support tooling such as Salesforce, Intercom, Hex, Databricks, or Jira, and a habit of interrogating metrics rather than just reporting them
• Background in hospitality technology, PMS or POS environments, or other fast‑scaling contexts where the playbook is still being written; additional languages are valued given a global customer base

Benefits and work setup

• Remote‑first with flexibility to work abroad for short periods each year
• Relocation options available after one year of tenure and flexible hybrid arrangements
• Home office setup budget plus a monthly work‑from‑home allowance
• Allowance for AI tooling tokens to support workflow automation
• Location‑specific benefits such as healthcare, retirement plans, and team events that vary by country
• Stated salary ranges by market include Spain €51,500–€80,000, UK £62,500–£68,800, France €57,000–€80,000, and Ireland €65,000–€80,000