Director of Product and Engineering - Support

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:

This is the role for a product-minded engineering leader who wants to own how a fast-scaling SaaS company gets support right at scale. As Director of Product & Engineering, Support, you will build the AI systems that determine how customers find answers and resolve issues, own the product knowledge infrastructure that keeps those systems accurate, and run the feedback loop that turns support signal into engineering prioritisation. The combination of director-level scope, real AI-for-support depth, and the cross-functional authority to move the R&D roadmap based on contact signal is rare. This role has all three.

What you'll be doing

• Owning the full AI-powered support and self-service platform, including the decision on whether Mews extends Ada, migrates to a different platform, or invests in the proprietary internal agents already in development
• Building the systems architecture for AI-assisted resolution, escalation routing, and knowledge retrieval that make support work at scale, and treating contact rate, containment, FCR, and AHT as product outcomes the platform is accountable for
• Running the product feedback loop: clustering support tickets by root cause, weighting by ARR exposure, and delivering intelligence to R&D in a format that moves prioritisation decisions
• Leading a tribe of 6 to 10 Product Builders and Engineering Managers, setting the strategic context that enables fast, autonomous execution

AI Fluency Level 4: In this role, that means you have built AI-powered products or systems where the model is a core architectural component. You understand LLM and RAG integration patterns at the level of engineering decisions, you have shipped conversational AI or knowledge retrieval systems at scale, and you can evaluate what you have built.

For more information on AI fluency at Mews, please refer to "AI Fluency at Mews: A Comprehensive Guide for Candidates" on Confluence.

What we're looking for

• 10+ years in product and/or engineering roles, with at least 5 years leading cross-functional tribes at Director level in a B2B SaaS company at meaningful scale
• Demonstrated experience building AI-powered systems: LLM/RAG integration, conversational AI evaluation frameworks, and platform architecture decisions with shipped outcomes to show for it
• A track record of making build vs. buy calls with real commercial and product rigour, and experience with support platforms such as Ada, Intercom, or Zendesk
• AI Fluency Level 4, or the hands-on engineering equivalent: you have built AI-powered systems, not just configured them

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.