Manager, Product Support – Expert Team

Overview

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.

Pay / Benefits

• Unlimited paid holiday
• Company share program
• Paid parental leave
• Annual learning budget
• EDGE time to develop skills
• Work from anywhere policy with abroad capability

Responsibilities

• Own the Tier 4 escalation function end-to-end across T2/T3 escalations
• Lead and develop a team of ~10 subject matter experts across multiple product domains
• Influence prioritisation with R&D by presenting escalation volume and CSAT impact
• Maintain Jira process for logging bugs and tracking fixes to ensure timely engineering delivery
• Own Tier 4 knowledge base and AI-powered tooling to enable self-service and surface trends
• Report T4 performance metrics to drive continuous improvement
• Develop AI-powered tooling for escalation classification and trend detection

Key requirements

• 6+ years in product or technical support at a B2B SaaS company
• 2+ years of people management experience
• Strong technical foundations: reading logs, APIs, debugging integration issues
• Proven ability to manage senior stakeholder relationships (engineering leads, product managers)
• AI Fluency Level 4 or hands-on experience building AI-powered tools

• strong communication with technical and non-technical audiences
• leadership and coaching
• stakeholder management
• reading logs and understanding API behaviour
• debugging integration issues
• experience with Jira

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