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:
Most support organisations are downstream of the product. This one isn't.
As Director of Product & Engineering, Support, you own the systems, platforms and knowledge infrastructure that determine whether customers can help themselves – and when they can't, how fast and accurately a human steps in. Reporting to the Senior Director of Growth, you lead a tribe of 6–10 Product Builders with full accountability for strategy, execution and culture.
Your scope: the product works the way it is supposed to work, and the customer understands how. That means AI-powered self-service, the knowledge layer that makes it accurate, tooling that makes agents fast, and the feedback loop that turns support signal into product change.
This is a proprietary build role. We run Ada for conversational support today and have been building internal AI agents alongside it. Where to configure, buy, or build something that gives Mews a genuine edge – that's yours to decide and execute.
Responsibilities
- Own the AI-powered support and self-service platform. Decide whether Mews extends Ada, migrates, or builds. Co-own with support leadership the operational standards those systems enforce: escalation protocols, severity definitions and SLA targets.
- Own product knowledge infrastructure – help content, release notes, agent-facing knowledge – and keep it accurate as Mews ships fast.
- Own and rationalise the broader support tooling landscape (Ada, Salesforce, Aircall and others). Lead build vs. buy evaluations and execute when we build.
- Own the product feedback loop. Cluster support tickets by root cause, weight by ARR exposure, and deliver analysis to R&D in a format that drives prioritisation – not just awareness.
- Track the support impact of every product launch. Feed that signal back before the next release cycle.
- Treat contact rate reduction as the north star. Secondary metrics: chatbot containment and quality, FCR, CSAT, AHT, wait time, cost per contact resolved, bug-to-fix cycle time.
- Manage and develop a team of Product Builders. Set strategic context for fast, independent execution – not specs and tickets.
- Own the full people agenda: hiring, performance, succession planning and resource allocation.
What we are looking for
- Large experience in product and/or engineering, with last years at senior leadership level in B2B SaaS at meaningful scale. Prior Director-level experience leading cross-functional tribes.
- Hands-on familiarity with LLM/RAG integration patterns and conversational AI evaluation – not just conceptual awareness.
- A track record owning support tooling, self-service or AI-assisted resolution. You know what good looks like for contact rate, deflection and agent productivity.
- A clear, evidence-backed point of view on where AI in support adds value, where it creates friction, and how to measure the difference.
- Build vs. buy decisions made with real commercial and product rigour – a call made and lived with, not a framework applied.
- Technical depth to engage on system design, API architecture and observability for AI-augmented platforms.
- Excellent stakeholder management and executive communication across Product, Engineering, GTM and Support leadership.
- Comfort with ambiguity and the ability to create approaches where no playbook exists.
Nice to have
- Experience with Ada, Intercom, Zendesk or similar platforms.
- Familiarity with CI/CD, automated testing and monitoring built into delivery culture rather than bolted on.
- Familiarity with hospitality or other operationally intensive SaaS verticals.
- Degree in Computer Science, Engineering or equivalent.
