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France, Ireland, Spain, United Kingdom
Remote only
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:
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.
Own the T4 escalation function end-to-end: triage, resolution, stakeholder communication and closure across every case escalated from T2 and T3
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. Think automated escalation classification, trend surfacing across case history, or tools that flag documentation gaps before they turn into repeat escalations.
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.
