Director of Product & Engineering - Support

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: 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, it would be this: As our Director of Product and Engineering for Support, you'll own how Mews decides whether to extend, migrate, or build its AI-powered self-service platform, and everything that makes that decision correct: the knowledge layer underneath it, the tooling agents rely on, and the feedback loop that turns customer contact into product change. Right now, contact volume is a signal Mews isn't fully using: every ticket implies something about product quality, and closing that loop is what this role exists to do. You'll lead a tribe of 6–10 Product Builders, own the tradeoffs on tooling like Ada, Salesforce, and Aircall, and report to the Senior Director of Growth. This isn't a support-operations role, it's a build role with commercial teeth, in a company that ships fast enough that the loop between engineering decisions and customer contact is short and visible.

What you would do:

• Own the AI-powered self-service platform, including the evaluation of whether Mews extends, migrates, or builds, and co-own operational standards (escalation protocols, severity definitions, SLA targets) with Support.
• Own product knowledge infrastructure: help content, release notes, agent-facing knowledge, and keep it accurate against a fast release cadence.
• Run build-vs-buy evaluations across the wider tooling landscape (Ada, Salesforce, Aircall, and others), with real commercial rigour, and execute when the call is to build.
• Own the product feedback loop: cluster tickets by root cause, weight by ARR exposure, and deliver findings to R&D in a format built to drive prioritisation.
• Track the impact of every product launch on contact volume, feeding that signal back before the next release cycle.

What you would bring:

• Substantial product and/or engineering experience, including recent years at senior/Director level overseeing cross-functional tribes in B2B SaaS at meaningful scale.
• Hands-on familiarity with LLM and RAG integration patterns and conversational AI evaluation, not just conceptual awareness.
• A track record owning self-service, AI-assisted resolution, or agent tooling, with a clear view of what good looks like for deflection, contact rate, and agent productivity.
• Build-vs-buy decisions made and lived with, backed by real commercial and product rigour.
• You've gone beyond personal productivity with AI: you've redesigned how a team works using it, built approaches others can follow, and you actively question and verify what it gives you.

Nice to have:

• Experience with Ada, Intercom, Zendesk, or similar platforms.
• CI/CD, automated testing, and monitoring as part of delivery culture rather than bolted on.
• Background in hospitality or another operationally intensive SaaS vertical.