b Overview /b p In this role you will lead Mews’ Tier 4 Product Support, acting as the ultimate escalation owner and a bridge between support and product. You will coach a team of specialists, influence R D priorities with data on escalations and CSAT impact, and shape the knowledge base and AI tooling that empower peers to self-serve. You’ll partner with engineering to fix timelines and participate in beta programmes and pre-release testing. This is a high-autonomy, impact-driven position at a fast-growing hospitality tech company with a clear path to defining product support at scale. /p b Pay / Benefits /b ul li Unlimited paid holiday /li li Company share program /li li Paid parental leave /li li Annual learning budget /li li EDGE time to develop skills /li li Work from anywhere policy with abroad capability /li /ul b Responsibilities /b ul li Own the Tier 4 escalation function end-to-end across T2/T3 escalations /li li Lead and develop a team of ~10 subject matter experts across multiple product domains /li li Influence prioritisation with R D by presenting escalation volume and CSAT impact /li li Maintain Jira process for logging bugs and tracking fixes to ensure timely engineering delivery /li li Own Tier 4 knowledge base and AI-powered tooling to enable self-service and surface trends /li li Report T4 performance metrics to drive continuous improvement /li li Develop AI-powered tooling for escalation classification and trend detection /li /ul b Key requirements /b ul li 6+ years in product or technical support at a B2B SaaS company /li li 2+ years of people management experience /li li Strong technical foundations: reading logs, APIs, debugging integration issues /li li Proven ability to manage senior stakeholder relationships (engineering leads, product managers) /li li AI Fluency Level 4 or hands-on experience building AI-powered tools /li /ul ul li strong communication with technical and non-technical audiences /li li leadership and coaching /li li stakeholder management /li li reading logs and understanding API behaviour /li li debugging integration issues /li li experience with Jira /li /ul
Manager, Product Support - Expert Team employer: Mews
At Mews, we pride ourselves on being an exceptional employer that fosters a culture of autonomy, collaboration, and continuous learning. Our commitment to employee growth is reflected in our generous benefits, including unlimited paid holiday, a robust learning budget, and flexible working options that empower you to thrive both personally and professionally. Join us in transforming the hospitality industry while enjoying a supportive environment that values diverse perspectives and encourages meaningful impact.
