Head of AI-Powered Customer Experience

Lovable; Greater London; On-site; GBP 120,000 - 180,000; Full time

Job summary

Lovable is seeking a Head of Customer Experience to own the end-to-end customer journey from first touch to enterprise adoption. This role sits at the crossroads of Product, Engineering, and GTM and requires building an agentic-first CX function powered by AI.

You will shape the strategy for ticketed and async support, establish scalable AI-enabled processes, and drive enterprise outcomes. The role is based in London or Stockholm and reports into the executive team.

Qualifications

• 10+ years in Customer Experience, with at least 5 in a leadership role.
• AI-native operator — actively building agentic support systems today.
• Commercially accountable with ownership of metrics like NRR, churn, CSAT or expansion.
• Cross-functional fluency at the intersection of Product, Engineering and GTM.
• Proven people leader across multiple time zones.
• Technical depth — comfortable working inside an engineering org and contributing to product direction.
• Preferred: background from AI-native or developer tools companies; scaling PLG support at high-growth tech firms.

Responsibilities

• CX function — own ticketed support, async support, incident response, and onboarding.
• Agentic support infrastructure — architect and build AI-powered systems that resolve issues and surface product signals.
• The product feedback loop — turn insights into structured input for Engineering and Product.
• Enterprise CX — build dedicated support motions, office hours, and success touchpoints for large customers.
• Social support — own Lovable's presence across Reddit, Discord, LinkedIn, and Twitter/X.
• CX metrics — own CSAT, resolution time, time-to-value, and NPS.

Skills

CX leadership

AI-native operator

Cross-functional fluency

People leadership

Technical depth

Job description

Lovable is seeking a Head of Customer Experience to own the end-to-end customer journey from first touch to enterprise adoption. This role sits at the crossroads of Product, Engineering, and GTM and requires building an agentic-first CX function powered by AI.

You will shape the strategy for ticketed and async support, establish scalable AI-enabled processes, and drive enterprise outcomes. The role is based in London or Stockholm and reports into the executive team.