Manager, Product Support - Expert Team

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, escalate 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