Director of Product and Engineering, Support
Job Overview
Help make the world more hospitable
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.
About the role
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'll own how Mews decides whether to extend, migrate, or build its AI-powered self-service platform, and everything that makes that decision correct: the knowledge layer underneath it, the tooling agents rely on, and the feedback loop that turns customer contact into product change. Right now, contact volume is a signal Mews isn't fully using: every ticket implies something about product quality, and closing that loop is what this role exists to do.
You'll lead a tribe of 6–10 Product Builders, own the tradeoffs on tooling like Ada, Salesforce, and Aircall, and report to the Senior Director of Growth. This isn't a support-operations role, it's a build role with commercial teeth, in a company that ships fast enough that the loop between engineering decisions and customer contact is short and visible.
What you would do
- Own the AI-powered self-service platform, including the evaluation of whether Mews extends, migrates, or builds, and co-own operational standards (escalation protocols, severity definitions, SLA targets) with Support
- Own product knowledge infrastructure: help content, release notes, agent-facing knowledge, and keep it accurate against a fast release cadence
- Run build-vs-buy evaluations across the wider tooling landscape (Ada, Salesforce, Aircall, and others), with real commercial rigour, and execute when the call is to build
- Own the product feedback loop: cluster tickets by root cause, weight by ARR exposure, and deliver findings to R&D in a format built to drive prioritisation
- Track the impact of every product launch on contact volume, feeding that signal back before the next release cycle
What you would bring
- Substantial product and/or engineering experience, including recent years at senior/Director level overseeing cross-functional tribes in B2B SaaS at meaningful scale
- Hands-on familiarity with LLM and RAG integration patterns and conversational AI evaluation, not just conceptual awareness
- A track record owning self-service, AI-assisted resolution, or agent tooling, with a clear view of what good looks like for deflection, contact rate, and agent productivity
- Build-vs-buy decisions made and lived with, backed by real commercial and product rigour
- You've gone beyond personal productivity with AI: you've redesigned how a team works using it, built approaches others can follow, and you actively question and verify what it gives you
Nice to have
- Experience with Ada, Intercom, Zendesk, or similar platforms
- CI/CD, automated testing, and monitoring as part of delivery culture rather than bolted on
- Background in hospitality or another operationally intensive SaaS vertical
Pay Transparency at Mews
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.
What’s in it for you?
Our success is powered by our incredible people, supported by benefits that help them thrive.
Global benefits
No matter where you’re based, you’ll enjoy:
- Unlimited paid holiday (yes, really)
- Participation in our company share program
- Paid parental leave (6 months fully paid for primary caregivers, 2 months for secondary, available after one year of service)
- An annual Learning budget of €300 (and more for high performers) to support your development
- Monthly "EDGE" time to Explore, Develop, Grow, and Elevate yourself
- A 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
- A home office setup budget to make your workspace your own and a monthly work-from-home allowance
- Claude tokens, so you can automate workflows and build smarter, more efficient ways of working
Local benefits
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.
Life at Mews
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:
- High autonomy means high responsibility. People are expected to take ownership and drive outcomes. There isn’t a detailed playbook for everything, and that’s part of what makes the work challenging – and rewarding.
- Change is constant. We’re growing quickly and adapting as we scale. Teams, processes and priorities continue to evolve, and only people who stay curious and agile will thrive.
- We’re remote-first, not relationship-free. Flexibility is core to how we work, but strong relationships still matter. Our teams are global, so we need expert collaborators and communicators to help us move forward together.
- AI is an integral part of our processes. It’s not here to steal people’s jobs, but to amplify efficiency and productivity. We’re motivated to proactively use the technology to seek out better ways of working and share our findings with the rest of the company.
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.