Manager, Product Support - Expert Team

About this role

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: You'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.

Right now, those escalations get resolved case by case, but the pattern behind them, the actual product gaps they reveal, doesn't reliably make it into R&D's roadmap conversations. This role exists to close that gap: giving customer-reported severity and CSAT impact a genuine seat at the table where Mews decides what gets built next. You'd lead a team of subject matter experts across multiple product domains, splitting your time between coaching them and influencing senior R&D stakeholders directly: holding engineering accountable to fix timelines, and representing the support voice in beta programmes and pre-release testing.

T4 sits at the exact point where support expertise and product reality meet, and whoever owns it needs to be as comfortable reading an API log as they are managing a team or negotiating a timeline with an engineering lead. What you would do Own the T4 escalation function end-to-end: triage, resolution, stakeholder communication and closure across every case escalated from T2 and T3 Lead, develop and performance-manage a team of around 10 subject matter experts across multiple product domains Partner with R&D to influence prioritisation, bringing escalation volume, CSAT impact and severity data into product conversations, and represent the support voice in beta programmes and pre-release testing Build and maintain the Jira process that logs bugs, tracks fixes and holds engineering accountable to agreed timelines Own the Tier 4 knowledge base and the AI-powered tooling behind it (automated gap detection, trend surfacing across case history), so T2 and T3 can self-serve on known issues; report on T4 performance metrics to drive continuous improvement AI Fluency Level 4: in this role, that means building AI-powered tooling for the T4 function itself, not just using AI assistants day to day.