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United Kingdom
Hybrid
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.
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:
Support at scale is a product problem, and Mews is hiring the person who will own it end to end. As Director of Product & Engineering, Support, you will build the AI-powered systems that determine how tens of thousands of hospitality operators get help, find answers, and never have a reason to need either. This is not a platform stewardship role. It is a proprietary build problem in a market where no one has solved it well yet.
You will report to the Senior Director of Growth and hold full accountability for the strategy, execution, and culture of the Support tribe. Your scope covers the full AI-powered support and self-service layer (currently built alongside Ada, with internal agents already in development), the product knowledge infrastructure that keeps humans and AI systems accurate as Mews ships fast, and the feedback loop that turns contact volume into engineering prioritisation. This tribe is one of the most influential inputs to the Mews product roadmap. That influence is yours to build and defend.
The boundary is deliberate: your tribe owns what the product does and whether the customer understands it. Everything beyond that (helping customers maximise value from what they have) sits with PLG & CS. Within your boundary, you make the build vs. buy calls, own the architecture, and ship.
AI Fluency Level 4: In this role, that means you have built AI-powered products or systems where the model is a core architectural component, not a feature layer. You understand LLM and RAG integration patterns well enough to make engineering decisions about them, you have shipped conversational AI or knowledge retrieval systems at scale, and you can evaluate what you have built rather than accepting output at face value. At Mews, you will own the architecture of our AI support stack and the build direction that decides whether it becomes a genuine competitive advantage.
For more information on AI fluency at Mews, please refer to "AI Fluency at Mews: A Comprehensive Guide for Candidates" on Confluence.
Salary ranges are provided in good faith and reflect current market conditions and internal pay structures. Final compensation may be adjusted based on funding, budget constraints, or exceptional candidate qualifications, but will remain within reasonable proximity to the stated range.
This salary disclosure is provided in compliance with applicable pay transparency legislation. We are committed to equal pay practices and prohibit salary history inquiries during our recruitment process.
If the location you're applying from wasn't originally advertised for this role, salary range information is available upon request at any point during the application/interview process - your recruiter will be able to help.
Our success is powered by our incredible people, supported by benefits that help them thrive.
No matter where you’re based, you’ll enjoy:
You'll receive additional benefits that vary by location, from healthcare and retirement plans to team events, socials and other perks. Ask us about it during your interview process.
We’re an equal opportunities employer. We value teams that reflect the diversity of the customers and communities we serve. Different perspectives make better ideas, stronger products and a more welcoming company.
We also believe transparency is important when deciding if you're the right fit. Mews is an ambitious, high-pressure environment of continuous learning and high standards. Success here requires resilience, adaptability and a willingness to solve difficult problems.
A few things that define how we work:
If there's anything we can do to support you during the application process, let us know.
We don't discriminate on the basis of race, religion, colour, nationality, gender, sexual orientation, age, marital status, veteran status, disability or any other protected characteristic.
One final thing: don't hold back. If you don't meet 100% of the criteria in this job description but you're certain you could make a big impact, apply. Everyone should have equal access to opportunities, and we're committed to providing an inclusive experience.
If Mews sounds like the kind of environment where you'd thrive, we'd love to hear from you.