Head of Customer Experience

TL;DR: 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. What you'll do 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. What we're looking for 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. About your application Please submit your application in English. It's our company language, so you'll be speaking lots of it if you join. We treat all candidates equally - if you're interested, please apply through our careers portal.