It’s true. At Mews, we dream big. As a Hotel Tech unicorn valued at $1.2b, we’re propelling new-generation cloud technology within global hospitality. With our industry-leading property management solution, we’re enabling the world’s most revolutionary hospitality brands to accelerate their digital transformation.
We’re on the lookout for ambitious, tenacious and passionate people who want to join the next generation of innovators and disrupt the hospitality industry with us. Sound good so far? Keep reading and tumble down the Mews rabbit hole... 🐇
First things first: you want to know what you’re actually applying for. It’s impossible to capture every nuance of a role – especially at a rapidly growing company like Mews – but if we had to distill it down to a job description (which we do because this is a job description), it would be this:
At Mews, Customer Support is a critical layer of the customer experience. It shows up at every stage of the customer lifecycle and plays a central role in how customers experience our platform, our people, and our pace of innovation.
As Director of Customer Support, you will lead the design and evolution of Mews’ global Support model. Reporting into the SVP of Customer Experience and Delivery, you will lead a Support organisation built to scale in a fast-growing, global, multi-product SaaS environment.
This role is for someone who wants to build something different. You are not here to preserve a traditional support model. You are here to question it, redesign it, and evolve it for scale in a modern, AI-enabled SaaS company. You bring strong operational judgment, high empathy, and a genuine desire to build teams and culture, believing that durable systems and great customer experiences are created by empowered people.
RESPONSIBILITIES
- Define, evolve, and lead the global Support model, designing how it scales with rapid growth, geographic expansion, increasing product complexity, and AI-enabled workflows.
- Lead and develop regional Support managers and teams across approximately 100 globally distributed individual contributors.
- Design how Support operates as a consistent, high-quality layer across the customer lifecycle, aligned closely with Onboarding and Customer Success.
- Own Support performance and economics end to end, including capacity models, SLAs, CSAT, cost per ticket, audit readiness, operating budget, tooling strategy, and data-driven decision-making, in close partnership with Central Operations.
- Make deliberate build vs buy decisions, including when and how to leverage outsourcing, partners, automation, and AI to scale effectively without compromising customer experience.
- Redesign workflows and roles so humans focus on high-value problem solving, judgment, and customer impact while automation and AI handle repeatable work.
- Turn Support interactions and data into structured insights that influence product direction, experience improvements, and growth opportunities.
- Build a strong global leadership team and culture grounded in accountability, empathy and continuous improvement.
- Act as a senior cross-functional partner to Product, Engineering, Customer Experience, and Commercial teams, shaping how Support enables scale rather than reacting to it.
REQUIREMENTS
- 10+ years of experience leading Support, Operations, or Customer-facing teams in high-growth SaaS or technology-driven environments.
- Strong systems and operational mindset, with experience designing and evolving operating models rather than simply maintaining them.
- Experience designing and scaling L1–L3 Support models in global, multi-product environments is ideal.
- Technical and data-oriented, with hands-on experience using Salesforce Service Cloud, analytics tools, workforce management and QA platforms, and AI-driven Support technologies.
- Comfortable making strategic trade-offs across people, partners, automation, and tooling as the business scales.
- Able to balance strategic design with hands-on execution in fast-moving, global environments.
- A natural problem solver who enjoys ambiguity, challenges assumptions, and looks for better ways to operate.
- High empathy and strong people leadership skills, with a genuine passion for developing teams and transforming organisations through change.
- Proven cross-functional collaborator who influences Product, Engineering, and Commercial teams through insight and credibility.
- Fluent English required; additional languages are a plus.
Did you know Mews was named Best PMS of 2025 - for the second year in a row - and twice recognized as a Best Place to Work in Hotel Tech?
That success is powered by our incredible people and supported by the benefits that help them thrive.
🌍 Global benefitsNo matter where you’re based, you’ll enjoy:
Participation in our company share program
Best-in-class parental leave (6 months fully paid for primary caregivers, 2 months for secondary, available within your first year)
Unlimited paid holiday (yes, really)
Work from anywhere - enjoy the flexibility to work from other countries for a few weeks each year through our compliant and flexible Workation policy.
Relocation options available after 1 year
- Monthly "EDGE" time - dedicated to Explore, Develop, Grow, and Elevate yourself
Flexible, hybrid working options
One-off home office setup budget to make your workspace your own
Monthly working-from-home and healthcare allowances (where local healthcare benefits are not in avaliable)
We also tailor benefits to each location - from regional healthcare coverage to team events, socials, and other perks that make Mews life special wherever you are.
Because at Mews, growth, balance, and belonging aren't just words, they're how we work.
We want to get to know you, so it’s only fair we tell you a little bit about ourselves first. Mews has been transforming hospitality since 2012. What began in a single hotel in Prague now powers thousands of hotels around the world, as they pursue their mission to develop transformational solutions for brands and create remarkable experiences for guests.
Since the beginning, Mews embraced being different. Mews is not simply a property management system, but a connected hospitality cloud with products across the hotel ecosystem and more integrations than anyone else.
From global hospitality brands to independent properties, hoteliers join Mews because they recognize the power of innovation. They understand that they can benefit from hotel tech that drives efficiency, maximizes revenue, and improves guest happiness.
Powering over 5,000 customers across more than 85 countries, Mews Hospitality Cloud is designed to streamline operations for modern hoteliers, transform the guest experience and create more profitable businesses.
Ranked 24th in the FT 1000 list of the fastest-growing European companies in 2021, Mews has been recognized as the Best PMS by industry peers at the HotelTechAwards in both 2020 and 2024, consistently earning acclaim. Mews also achieved finalist status in 2021 and 2022. What's more, we take immense pride in being listed among the Best Places to Work in Hotel Tech during those same years and again this year. But our achievements don't stop there; Mews was also listed among the World's Best Hotel PMS Provider 2023 and as the World's Best Independent Hotel PMS Provider 2022 and 2023 by the World Travel Tech Awards.
That’s what we do, but what about who we are? Mews’ culture is special and difficult to capture in words, which makes writing this tricky. You'll experience the freedom to be yourself and the ability to watch your ideas come to life. You’ll have an open line of communication and an open invitation to after-work drinks, be they virtual or in-person. Sometimes the work can be challenging and there can be a lot of it, but you’ll always be able to rely on those around you.
Yes, we’re ambitious and we move fast, but we know the value of fun and taking a breather. We have slack channels for almost every interest imaginable, and an all-company meeting every Friday gives you the chance to ask any question to our leadership team.
To get more of an idea what life at Mews is like, check out our Instagram 📸.
We’re guided by our five key values; if you see yourself in them, it’s time to get in touch.
We’re an equal opportunities employer. To reimagine the art of hospitality, we need teams that represent our global and diverse customers and users. Our differences make Mews, so we welcome people of all backgrounds and identities to work with us. We embrace different perspectives, encourage trying new things and want everyone to feel safe bringing their authentic self to work. If this sounds like you and you’re ready to join a global, innovative and exciting community, we’d love to hear from you.
One very important note: don’t hold back. Even if you don’t meet 100% of the criteria listed in this job description, we still encourage you to apply. We believe everyone should have equal access to opportunities and we’re committed to providing an inclusive experience, so please let us know if there’s anything we can do to support you during the application process. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, disability, or any other protected characteristic. We can’t wait to hear from you.
🤖 AI and Hiring at MewsAt Mews, we believe AI enhances our work but should not replace what humanises it and makes it individually ours. We see AI as a tool to support research, generate ideas, and drive efficiency, but creativity, critical thinking, and opinions differentiate us. As you apply, feel free to use AI to help structure your thoughts — but ensure your application and conversations with us, reflect your personal opinions, capabilities and experience. We’re building an AI-enabled workforce, and that starts with people who think independently and bring fresh ideas to the table. Because at Mews, making work more human is the ultimate goal.
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