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.
If you're motivated by ownership, curiosity and meaningful impact, and are driven to deliver consistent high performance, you'll feel at home here.
As Senior Manager of Support Operations at Mews, you will own the systems and processes that keep our integral support function running at its best. A core focus of the role is making the support function more efficient - whether that means building automations directly, redesigning how processes work, or using data toidentifywhere time and effort are being lost. You will partner with product, engineering and data teams where needed, but this is a hands-on role with clear ownership over how supportoperatesat scale.
It reportsintothe Director of Support and is part of the Customer Experience and Deliveryorganisation.
Your mission, should you choose to accept it: Business Analysis and Process Optimization
Gather and document business requirements, process flows and functional specifications across the support function
Conduct gap analysis toidentifyinefficiencies and surface areas for meaningful improvement
Develop and present business cases for proposed process changes and automation initiatives
Work closely with data analysts to define requirements, builddashboardsand surface the insights that drive support strategy
Use support analytics to assess performance metrics,identifytrendsand drive decisions that are grounded in evidence
Use a data-driven approach toidentifywhereautomation, process redesign or tooling changes will have the greatest impact




Lead business process reengineering initiatives toeliminateredundancy and free the support team to focus on higher-value work
Partner with the GTM team to connect support tooling with the broader GTM stack - ensuring data flows cleanly, integrations hold up atscaleand nothing falls through the cracks between systems
Project and Stakeholder Management
Partner with GTM teams - including Sales, CustomerSuccessand Marketing - to ensure support operations are aligned to the broader customer journey and inform GTM strategy
Lead cross-functional teams frominceptionto delivery, holding scope,timelineand budget with care
Communicate project progress,risksand impact clearly to leadership and key stakeholders
Customer Support Systems and Infrastructure
Partner with product on the development and enhancement of customer support tools, ensuring seamless integration andstrong performance
Use insights from support data, ticketingsystemsand automation tooling to continuously improve how the team operates
Work alongside support teams to reduce response times, improve servicequalityand raise customer satisfaction
Partner with the Workforce Management analyst to ensure staffing models, scheduling and capacity planning are grounded in data and aligned to support demand
Strong background in process optimization and analytics, including Lean Six Sigma or Agile methodologies
Advanced skills in SQL, Python and datavisualisationtools such as Tableau,Lookeror GCP
Proven ability to manage relationships across global teams and senior leadership, and keep stakeholders aligned on complex initiatives
Strong execution skills witha track recordof leading process improvement projects end to end
8+ years of experience in process improvement, operationsmanagementor business intelligence
~ Familiarity with customer support platforms such as Intercom or Pylon
~ Certifications in Lean Six Sigma, PMP or Business Process Management (BPMN)

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📌 Senior Manager, Support Operations (Málaga)
🏢 Mews
📍 Málaga