Manager, Product Support – Expert Team

🔥 2 minutes ago

🌐 France, Ireland, +2 more countries – Remote

🇫🇷 France – Remote 🇮🇪 Ireland – Remote 🇪🇸 Spain – Remote 🇬🇧 United Kingdom – Remote

💵 €51.5k - €80k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

✅ Product Manager

👻 Ghost score 0%

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Mews

WebsiteLinkedInAll Job Openings

501 - 1000 employees

🤝 B2B

🛍️ eCommerce

🏨 Hospitality

B2B • eCommerce • Hospitality

Mews is a cloud-based hospitality management platform that enables hotels and property managers to optimize their operations and enhance guest experiences. It offers solutions such as reservations management, front desk operations, digital guest services, and integrated payments. With its innovative technology, Mews empowers modern hospitality businesses to streamline processes, maximize revenue, and provide remarkable experiences for guests.

📋 Description

• Lead Mews' Tier 4 Product Support team and own the deepest line of product knowledge • Own the T4 escalation function end-to-end, including triage, resolution, stakeholder communication and closure for escalations from T2 and T3 • Lead, develop and performance-manage around 10 subject matter experts across multiple product domains • Partner with R&D to influence prioritisation using escalation volume, CSAT impact and severity data • Represent the support voice in beta programmes and pre-release testing • Build and maintain the Jira process for logging bugs, tracking fixes and holding engineering accountable to timelines • Own the Tier 4 knowledge base and AI-powered tooling, including automated gap detection and trend surfacing across case history • Report on T4 performance metrics and drive continuous improvement • Build AI-powered tools such as automated escalation classification and documentation-gap detection

🎯 Requirements

• 6+ years in product or technical support at a B2B SaaS company • At least 2 years managing a team • Proven experience managing a deep technical or expert-tier support function • Comfortable reading logs, understanding API behaviour, debugging integration issues, and translating technical complexity into clear customer communication • Demonstrated ability to manage senior stakeholder relationships, including engineering leads and product managers • AI Fluency Level 4 or equivalent hands-on experience building AI-powered tools or systems • Nice to have: experience owning a knowledge management or documentation programme • Nice to have: familiarity with Salesforce, Intercom, Hex, Databricks, Jira or equivalents • Nice to have: experience in hospitality tech, PMS/POS environments, or fast-scaling environments • Additional languages beyond English are a plus

🏖️ Benefits

• Unlimited paid holiday • Participation in the company share program • Paid parental leave (6 months fully paid for primary caregivers, 2 months for secondary, available after one year of service) • Annual Learning budget of €300, with more for high performers • Monthly "EDGE" time to Explore, Develop, Grow, and Elevate yourself • 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 • Home office setup budget • Monthly work-from-home allowance • Claude tokens • Location-dependent healthcare and retirement plans • Team events and socials

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