Manager, Product Support – Expert Team

This is a fully remote position, open to applicants in France, +3 more countries.

📋 Description

• Lead the Tier 4 Product Support team at Mews, possessing the most comprehensive product knowledge.

• Manage the end-to-end T4 escalation process, which includes triaging, resolving, communicating with stakeholders, and closing escalations from T2 and T3.

• Oversee, develop, and manage performance for approximately 10 subject matter experts across various product domains.

• Collaborate with R&D to influence prioritization based on escalation volume, CSAT impact, and severity metrics.

• Serve as the support representative in beta programs and pre-release testing phases.

• Create and sustain the Jira process for logging bugs, tracking fixes, and ensuring engineering accountability to set timelines.

• Maintain ownership of the Tier 4 knowledge base and AI-driven tools, which include automated gap detection and trend identification within case histories.

• Report on T4 performance metrics while driving initiatives for continuous improvement.

• Develop AI-driven tools such as automated escalation classification and documentation gap detection.

⛳️ Requirements

• Minimum of 6 years in product or technical support within a B2B SaaS environment.

• At least 2 years of experience in team management.

• Proven track record in managing a highly technical or expert-level support function.

• Proficient in reading logs, understanding API behavior, debugging integration issues, and clearly communicating technical complexities to customers.

• Demonstrated capability in managing relationships with senior stakeholders, including engineering leaders and product managers.

• AI Fluency Level 4 or equivalent practical experience in developing AI-driven tools or systems.

• Preferred: experience in managing a knowledge management or documentation program.

• Preferred: familiarity with Salesforce, Intercom, Hex, Databricks, Jira, or similar tools.

• Preferred: experience in hospitality technology, PMS/POS environments, or rapidly scaling settings.

• Additional language skills beyond English are advantageous.

🏝️ Benefits

• Unlimited paid vacation.

• Opportunity to participate in the company share program.

• Paid parental leave (6 months fully paid for primary caregivers, 2 months for secondary caregivers, available after one year of service).

• Annual learning budget of €300, with increased funding for high performers.

• Monthly "EDGE" time to Explore, Develop, Grow, and Elevate personally and professionally.

• Work-from-anywhere policy with the flexibility to work abroad for several weeks each year.

• Relocation options available after one year of service.

• Flexible hybrid working arrangements.

• Budget for home office setup.

• Monthly allowance for work-from-home expenses.

• Claude tokens.

• Location-dependent healthcare and retirement benefits.

• Team events and social gatherings.