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Lovable Logo Lovable · Customer Service

Head of Customer Experience

Sweden, Stockholm · Job Posted July 13, 2026
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Job Description

We're hiring a Head of Customer Experience to own how customers succeed with Lovable end-to-end — from first interaction to enterprise adoption. This isn't a traditional support leadership role: you'll build an agentic-first CX function from the ground up, sitting at the intersection of Product, Engineering, and GTM.

Job Responsibility

  • CX function — own ticketed support, async support, incident response, and onboarding
  • Agentic support infrastructure — architect and build AI-powered systems that resolve issues, surface product signals, and scale coverage without scaling headcount 1:1
  • The product feedback loop — you're the clearest signal we have on what's broken, confusing, or missing
  • you own turning that into structured input for Engineering and Product
  • Enterprise CX — build dedicated support motions, office hours, and success touchpoints for our largest customers
  • Social support — own Lovable's customer support presence and response across channels like Reddit, Discord, LinkedIn, and Twitter/X
  • CX metrics — own and move CSAT, resolution time, time-to-value, and NPS

Requirements

  • 10+ years of experience, with at least 5 in a leadership role owning Customer Experience
  • AI-native operator — you're actively building agentic support systems today, not planning to 'explore AI' in the future
  • Commercially accountable — you've owned NRR, churn, CSAT, or expansion targets and can cite specific results
  • Cross-functional fluency at the intersection of Product, Engineering, and GTM
  • Proven people leader — you've hired, developed, and retained CX managers and ICs across multiple time zones
  • Technical depth — comfortable working inside an engineering org, contributing to product direction, and building tooling
  • Preferred: background from AI-native or developer tools companies
  • experience scaling PLG support at high-growth tech companies
  • has contributed code or built internal tooling for support/CX infrastructure

Nice to have

  • background from AI-native or developer tools companies
  • experience scaling PLG support at high-growth tech companies
  • has contributed code or built internal tooling for support/CX infrastructure
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