Manager, Product Support – Expert Team

Mews

. Lead Mews' Tier 4 Product Support team and own the deepest line of product knowledge .

Posted 10/31/2026full-timeRemote • France, Ireland, Spain, United KingdomMid-LevelSenior💰 €51,500 - €80,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive experience in leading product support teams, managing escalations, and building AI-powered tools. Proficient in stakeholder communication, performance management, and knowledge management within B2B SaaS environments.

Highest-signal resume keywords

Team ManagementTechnical Support ExpertiseAI-Powered Tool DevelopmentStakeholder Relationship ManagementJira Process Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Product SupportTechnical SupportAPI UnderstandingDebuggingEscalation ManagementPerformance Metrics ReportingKnowledge ManagementAutomated Tool DevelopmentCustomer CommunicationTechnical Complexity Translation

Soft Skills

LeadershipCommunicationCollaborationProblem-SolvingInfluencing

Tools & Technologies

JiraSalesforceIntercomHexDatabricks

Industry Keywords

B2B SaaSHospitality TechPMSPOSFast-Scaling Environments

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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