Director of Product & Engineering - Support

As our Director of Product and Engineering for Support, you'll own how Mews decides whether to extend, migrate, or build its AI-powered self-service platform, and everything that makes that decision correct: the knowledge layer underneath it, the tooling agents rely on, and the feedback loop that turns customer contact into product change. Right now, contact volume is a signal Mews isn't fully using: every ticket implies something about product quality, and closing that loop is what this role exists to do.

You'll lead a tribe of 6–10 Product Builders, own the tradeoffs on tooling like Ada, Salesforce, and Aircall, and report to the Senior Director of Growth. This isn't a support-operations role, it's a build role with commercial teeth, in a company that ships fast enough that the loop between engineering decisions and customer contact is short and visible.

What you would do

Own the AI-powered self-service platform, including the evaluation of whether Mews extends, migrates, or builds, and co-own operational standards (escalation protocols, severity definitions, SLA targets) with Support

Own product knowledge infrastructure: help content, release notes, agent-facing knowledge, and keep it accurate against a fast release cadence

Run build-vs-buy evaluations across the wider tooling landscape (Ada, Salesforce, Aircall, and others), with real commercial rigour, and execute when the call is to build

Own the product feedback loop: cluster tickets by root cause, weight by ARR exposure, and deliver findings to R&D in a format built to drive prioritisation

Track the impact of every product launch on contact volume, feeding that signal back before the next release cycle

What you would bring

Substantial product and/or engineering experience, including recent years at senior/Director level overseeing cross-functional tribes in B2B SaaS at meaningful scale

Hands-on familiarity with LLM and RAG integration patterns and conversational AI evaluation, not just conceptual awareness

A track record owning self-service, AI-assisted resolution, or agent tooling, with a clear view of what good looks like for deflection, contact rate, and agent productivity

Build-vs-buy decisions made and lived with, backed by real commercial and product rigour

You've gone beyond personal productivity with AI: you've redesigned how a team works using it, built approaches others can follow, and you actively question and verify what it gives you

Nice to have

Experience with Ada, Intercom, Zendesk, or similar platforms

CI/CD, automated testing, and monitoring as part of delivery culture rather than bolted on

Background in hospitality or another operationally intensive SaaS vertical

Spain

€109.500—€138.400 EUR

Czechia

1 901 500 Kč—3 170 000 Kč CZK

UK

£103,000—£150,000 GBP

Ireland

€116.500—€128.000 EUR