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
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. You'll manage a team of subject matter experts across multiple product domains, while also being one of the people in the room when Mews decides what R&D; builds next, backed by real escalation volume,



CSAT impact and severity data.

What you'll be doing
• Owning the T4 escalation function end to end: triage, resolution, stakeholder communication and closure across every case escalated from T2 and T3
• Leading, developing and performance-managing a team of subject matter experts across multiple product domains
• Partnering with R&D; to influence prioritisation, bringing escalation data into product conversations and representing the support voice in beta programmes and pre-release testing
• Owning the Tier 4 knowledge base and the tooling behind it, closing knowledge gaps so T2 and T3 can self-serve on known issues

AI Fluency Level 4: here, that means building AI-powered tooling for the T4 function itself (automated escalation classification, trend surfacing across case history), not just using off-the-shelf AI assistants for day-to-day triage.

For more information on AI fluency at Mews, please refer to "AI

📌 Product Support Manager (España)
🏢 Mews
📍 España