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:

You'd own one Mews product area end to end from the Specialist Hub: the hardest technical implementations in it, the escalations that Onboarding Managers and Support can't resolve from the knowledge base, and the operational health of the whole thing, from onboarding performance and SLAs to the documentation the rest of Customer Success relies on. When a customer's setup involves non-standard configuration, API work or integrations nobody has wired up before, it comes to you, and so does the question of how to stop that case recurring.

Hotels increasingly run on Mews as the hub for payments, distribution, POS and dozens of connected systems, which makes implementations more technical and more consequential every year. This role exists to make sure that complexity gets resolved properly, documented once, and fed back into the product. You sit between Onboarding, Customer Success, Product and R&D, with a direct line into testing, blitz testing and product feedback, so what you learn from customers shapes what gets built.

What you would do

Support complex implementations for your product area, including configuration, integrations, APIs and non-standard requirements, and act as the technical escalation point when something is blocking a go-live
Act as third-tier support to Onboarding Managers and Customer Success on configuration, troubleshooting and edge cases, and advise CSMs on what is and isn't feasible for new leads
Own the performance metrics for your area (CSAT, time to resolution, repeat question rate, deflection rate) and act when timelines, SLAs or onboarding health are at risk, before they become blockers
Own and maintain the knowledge base content for your product area, and use AI to redesign how it gets written, kept current and checked, building approaches the wider Specialist Hub can follow
Work with Product and R&D on technical escalations, recurring onboarding problems and product feedback, and contribute to product testing, hackathons and strategic projects

AI Fluency Level 3: in this role that means AI is part of how you run your product area, not just how you draft faster. You rethink how knowledge base content for your area gets created, maintained and verified, how escalations get triaged and how you spot patterns in your queue; you turn what works into approaches the rest of the Specialist Hub can adopt; and you check AI output against real product behaviour before it reaches a customer or a colleague.

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

What you would bring

3+ years in technical applications, implementation, onboarding or technical support in a SaaS environment, with proven experience supporting complex implementations and managing multiple priorities independently
Hands-on troubleshooting across software configuration, integrations and APIs, and the ability to translate a customer's technical requirements into the right implementation approach
An analytical, metrics-led approach to spotting risk early and taking action on it, with the project management skills to keep several implementations moving at once