52K–80K EUR / year
Manager, Product Support - Expert Team
Customer successRemote — France, Ireland, Spain, United Kingdom
Published on 2026-10-07
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About this role
Lead Mews’ Tier 4 Product Support function, resolving the most complex escalations and managing a team of subject matter experts. Use escalation trends, severity, and customer impact to influence product priorities, while improving self-service through knowledge management and AI-powered support tools.
About the company
Mews builds a cloud property management platform that helps hotels run operations and improve guest experiences.
The team
Tier 4 Product Support, a team of around 10 subject matter experts across multiple product domains.
Stack
JiraSalesforceIntercomHexDatabricks
What you'll do
- Own Tier 4 escalations from triage through resolution, stakeholder communication, and closure.
- Lead, develop, and performance-manage a team of around 10 experts.
- Partner with R&D on product prioritisation, beta programmes, and pre-release testing.
- Maintain Jira processes for bug tracking and engineering fix timelines.
- Own the Tier 4 knowledge base and AI-powered tools; track performance metrics and drive improvements.
What we're looking for
- 6+ years in product or technical support at a B2B SaaS company, including 2+ years managing a team.
- Experience leading a deep technical or expert-tier support function.
- Able to read logs, understand API behaviour, debug integrations, and explain technical issues clearly to customers.
- Experience managing relationships with engineering leads and product managers.
- Hands-on experience building AI-powered tools or systems.
Nice to have
- Experience owning a knowledge management or documentation programme.
- Experience with BI and support tools such as Salesforce, Intercom, Hex, Databricks, or Jira.
- Hospitality technology, PMS/POS, or fast-scaling company experience.
- Languages beyond English.
Benefits
- Unlimited paid holiday.
- Company share programme.
- Paid parental leave: six months for primary caregivers and two months for secondary caregivers, after one year of service.
- Annual learning budget of €300, with additional budget for high performers.
- Flexible hybrid working and work-from-anywhere flexibility for a few weeks each year.
- Home office setup budget and monthly work-from-home allowance.
- Relocation options after one year.