Director of Support

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.