Product Support Manager

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 roleYou’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. You’ll manage a team of subject matter experts across multiple product domains, while also being one of the people in the room when Mews decides what R&D builds next, backed by real escalation volume, CSAT impact and severity data.What you’ll be doingOwning the T4 escalation function end to end: triage, resolution, stakeholder communication and closure across every case escalated from T2 and T3Leading, developing and performance-managing a team of subject matter experts across multiple product domainsPartnering with R&D to influence prioritisation, bringing escalation data into product conversations and representing the support voice in beta programmes and pre-release testingOwning the Tier 4 knowledge base and the tooling behind it, closing knowledge gaps so T2 and T3 can self-serve on known issuesAI Fluency Level 4:here, that means building AI-powered tooling for the T4 function itself (automated escalation classification, trend surfacing across case history), not just using off-the-shelf AI assistants for day-to-day triage.For more information on AI fluency at Mews, please refer to "AI Fluency at Mews: A Comprehensive Guide for Candidates" .What we’re looking for6+ years in product or technical support at a B2B SaaS company, with at least 2 years managing a teamProven experience managing a deep technical or expert-tier support function: you know the difference between a support backlog and a product problemStrong technical foundations: comfortable reading logs, understanding API behaviour, and debugging integration issuesAI Fluency Level 4 or equivalent: you’ve built AI-powered tools or systems, not just used off-the-shelf AI assistants in your own workflowWhat’s in it for you?Our success is powered by our incredible people, supported by benefits that help them thrive.No matter where you’re based, you’ll enjoy:Unlimited paid holiday (yes, really)Participation in our company share programPaid 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 developmentMonthly "EDGE" time to Explore, Develop, Grow, and Elevate yourselfA work from anywhere policy with flexibility to work abroad for a few weeks each yearRelocation options, available after one yearFlexible, hybrid working optionsA home office setup budget to make your workspace your own and a monthly work-from-home allowanceClaude tokens, so you can automate workflows and build smarter, more efficient ways of workingLocal benefitsYou’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.#J-*****-Ljbffr

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, and debugging integration issues AI Fluency Level 4 or equivalent: you’ve built AI-powered tools or systems, not just used off-the-shelf AI assistants in your own workflow

Our success is powered by our incredible people, supported by benefits that help them thrive. 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. #J-*****-Ljbffr

Santiago de Compostela, La Coruña, España

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.