Manager, Product Support - Expert Team

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

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:

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. Right now, those escalations get resolved case by case, but the pattern behind them, the actual product gaps they reveal, doesn’t reliably make it into R&D’s roadmap conversations. This role exists to close that gap: giving customer‑reported severity and CSAT impact a genuine seat at the table where Mews decides what gets built next.

You’d lead a team of subject matter experts across multiple product domains, splitting your time between coaching them and influencing senior R&D stakeholders directly: holding engineering accountable to fix timelines, and representing the support voice in beta programmes and pre‑release testing. T4 sits at the exact point where support expertise and product reality meet, and whoever owns it needs to be as comfortable reading an API log as they are managing a team or negotiating a timeline with an engineering lead.

What you would do

Own the T4 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, and represent the support voice in beta programmes and pre‑release testing
• 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 (automated gap detection, trend surfacing across case history), so T2 and T3 can self‑serve on known issues; report on T4 performance metrics to drive continuous improvement

AI Fluency Level 4: in this role, that means building AI‑powered tooling for the T4 function itself, not just using AI assistants day to day. Think automated escalation classification, trend surfacing across case history, or tools that flag documentation gaps before they turn into repeat escalations.

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

What you would bring

• 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, debugging integration issues, and translating technical complexity into clear customer communication
• Demonstrated ability to manage senior stakeholder relationships, including engineering leads and product managers: you can push back, accelerate appropriately, and build trust with technical partners
• AI Fluency Level 4 or equivalent hands‑on experience: you’ve built AI-powered tools or systems, not just used off‑the‑shelf AI assistants in your own workflow

Nice to have

• A proven track record owning a knowledge management or documentation programme: building content structures, improving findability, and cutting escalation volume through better self‑service
• Comfortable working across BI and support tooling (Salesforce, Intercom, Hex, Databricks, Jira or equivalents), and a habit of interrogating metrics rather than just reporting them
• Experience in hospitality tech, PMS/POS environments, or a fast‑scaling environment where the playbook is still being written; additional languages beyond English are a plus given our global customer base

Spain

€51.500—€80.000 EUR

UK

£62,500—£68,800 GBP

France

€57.000—€80.000 EUR

Ireland

€65.000—€80.000 EUR

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.

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.