Director of Support
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Monthly Salary:
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
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.
AsDirector 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 Supportorganisationbuilt 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 Supportoperatesas 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 toleverageoutsourcing partners automation and AI to scale effectively without compromising customer experience.
- Redesign workflows androlesso 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 accountabilityempathyandcontinuous 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 simplymaintainingthem.
- Experience designing and scaling L1L3 Support models in global multi-product environmentsisideal.
- 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 tooperate.
- High empathy andstrong peopleleadership skills with a genuine passion for developing teams and transformingorganisationsthrough change.
- Proven cross-functional collaborator who influences Product Engineering and Commercial teams through insight and credibility.
- Fluent Englishrequired;additionallanguages are a plus.
Required Experience:
Director
Key Skills
- Crisis Management
- Marketing
- Public Relations
- Fundraising
- Media Relations
- Constant Contact
- Strategic Planning
- Social Media Management
- Team Management
- Public Speaking
- Wordpress
- Writing Skills
About Company
Cloud-native, Mews PMS is an innovative hospitality management system that enables automation to boost revenue and empowers remarkable guest experiences.
