Responsibilities
- Own the full AI-powered support and self-service platform, deciding whether to extend Ada, migrate to a different platform, or focus on internal agents in development. Own configuration, systems layer, and platform architecture. Treat contact rate, chatbot containment and quality, first contact resolution, average handle time, and wait time as product outcomes.
- Design, build, and ship AI-powered resolution and escalation systems. Define where LLM-backed retrieval and conversational AI add genuine value or create friction, and how to measure the difference. Own evaluation frameworks and architectural decisions for building proprietary edge or configuring toward commodity.
- Own product knowledge infrastructure as the canonical source of truth for how the product works, including help content, release notes, changelogs, and agent-facing knowledge. Build systems to keep it accurate and discoverable as the product evolves.
- Build and operate the product feedback loop: cluster support tickets by root cause, weight each pattern by annual recurring revenue exposure and resolution cost, and deliver intelligence to R&D in a format that moves prioritization decisions. Track whether surfaced issues get fixed and measure support volume reduction when they do.
- Track the support impact of every product launch and release, identify releases generating disproportionate contact volume, and feed analysis back to R&D and Product Marketing before the next launch cycle.
Benefits
- Unlimited paid holiday
- Participation in company share program
- Paid parental leave: 6 months fully paid for primary caregivers, 2 months for secondary, available after one year of service
- Annual learning budget of €300, with more for high performers
- Monthly 'EDGE' time to Explore, Develop, Grow, and Elevate yourself
- Work from anywhere policy with flexibility to work abroad for a few weeks each year
- Relocation options available after one year
- Flexible, hybrid working options
- Home office setup budget and monthly work-from-home allowance
- Claude tokens to automate workflows and build smarter, more efficient ways of working
- Local benefits vary by location, including healthcare, retirement plans, team events, socials, and other perks
Compensation
Salary ranges: 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. Final compensation may be adjusted based on funding, budget constraints, or exceptional candidate qualifications.
Work Arrangement
Hybrid — Spain, Czechia, UK, Ireland
Team
We are an equal opportunities employer. We value teams that reflect the diversity of our customers and communities. Different perspectives make better ideas, stronger products, and a more welcoming company. Mews is an ambitious, high-pressure environment of continuous learning and high standards. Success requires resilience, adaptability, and a willingness to solve difficult problems. High autonomy means high responsibility; people are expected to take ownership and drive outcomes. Change is constant; teams, processes, and priorities continue to evolve. We are remote-first but not relationship-free; strong relationships matter. AI is an integral part of our processes, not to steal jobs but to amplify efficiency and productivity.
AI Fluency Level 4
In this role, you have built AI-powered products or systems where the model is a core architectural component, not a feature layer. You understand LLM and RAG integration patterns well enough to make engineering decisions about them, you have shipped conversational AI or knowledge retrieval systems at scale, and you can evaluate what you have built rather than accepting output at face value. At Mews, you will own the architecture of our AI support stack and the build direction that decides whether it becomes a genuine competitive advantage.
Other
- AI Fluency Level 4 required: built AI-powered products or systems where the model is a core architectural component, not a feature layer.
- Experience with Ada, Intercom, Zendesk, or similar platforms is a strong plus.
- Salary ranges provided in good faith; final compensation may be adjusted based on funding, budget constraints, or exceptional candidate qualifications.
- Pay transparency: salary ranges for 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.
- Equal opportunities employer; no discrimination on basis of race, religion, colour, nationality, gender, sexual orientation, age, marital status, veteran status, disability or any other protected characteristic.
- Remote-first but not relationship-free; strong relationships matter.
- AI is an integral part of processes; not to steal jobs but to amplify efficiency and productivity.
- High autonomy means high responsibility; no detailed playbook for everything.
- Change is constant; teams, processes and priorities continue to evolve.
- If candidate doesn't meet 100% of criteria but could make a big impact, encouraged to apply.
