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:

Most support organisations are downstream of the product. This one isn't.

As Director of Product & Engineering, Support, you own the systems, platforms and knowledge infrastructure that determine whether customers can help themselves – and when they can't, how fast and accurately a human steps in. Reporting to the Senior Director of Growth, you lead a tribe of 6–10 Product Builders with full accountability for strategy, execution and culture.

Your scope: the product works the way it is supposed to work, and the customer understands how. That means AI-powered self-service, the knowledge layer that makes it accurate, tooling that makes agents fast, and the feedback loop that turns support signal into product change.

This is a proprietary build role. We run Ada for conversational support today and have been building internal AI agents alongside it. Where to configure, buy, or build something that gives Mews a genuine edge – that's yours to decide and execute.

Responsibilities

Own the AI-powered support and self-service platform. Decide whether Mews extends Ada, migrates, or builds. Co-own with support leadership the operational standards those systems enforce: escalation protocols, severity definitions and SLA targets.
Own product knowledge infrastructure – help content, release notes, agent-facing knowledge – and keep it accurate as Mews ships fast.
Own and rationalise the broader support tooling landscape (Ada, Salesforce, Aircall and others). Lead build vs. buy evaluations and execute when we build.
Own the product feedback loop. Cluster support tickets by root cause, weight by ARR exposure, and deliver analysis to R&D in a format that drives prioritisation – not just awareness.
Track the support impact of every product launch. Feed that signal back before the next release cycle.
Treat contact rate reduction as the north star. Secondary metrics: chatbot containment and quality, FCR, CSAT, AHT, wait time, cost per contact resolved, bug-to-fix cycle time.
Manage and develop a team of Product Builders. Set strategic context for fast, independent execution – not specs and tickets.
Own the full people agenda: hiring, performance, succession planning and resource allocation.

What we are looking for

Large experience in product and/or engineering, with last years at senior leadership level in B2B SaaS at meaningful scale. Prior Director-level experience leading cross-functional tribes.
Hands-on familiarity with LLM/RAG integration patterns and conversational AI evaluation – not just conceptual awareness.
A track record owning support tooling, self-service or AI-assisted resolution. You know what good looks like for contact rate, deflection and agent productivity.
A clear, evidence-backed point of view on where AI in support adds value, where it creates friction, and how to measure the difference.
Build vs. buy decisions made with real commercial and product rigour – a call made and lived with, not a framework applied.
Technical depth to engage on system design, API architecture and observability for AI-augmented platforms.
Excellent stakeholder management and executive communication across Product, Engineering, GTM and Support leadership.
Comfort with ambiguity and the ability to create approaches where no playbook exists.

Nice to have

Experience with Ada, Intercom, Zendesk or similar platforms.
Familiarity with CI/CD, automated testing and monitoring built into delivery culture rather than bolted on.
Familiarity with hospitality or other operationally intensive SaaS verticals.
Degree in Computer Science, Engineering or equivalent.

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.

Pay range for this position

£103,000—£150,000 GBP

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.

Director of E&S

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