Head of 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

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.

This is an in-office role in Stockholm or London.

Why Lovable?

Lovable is the software creation platform that gives people the power to act on the problems closest to them. For decades, turning an idea into software required so much capital, technical fluency, and time that many ideas never came to life. Lovable is the counterargument: a platform for all people with ideas, ambition, and problems worth solving. From solopreneurs to small business owners to teams at companies like Adidas and Zendesk, people have built over 60 million projects on Lovable since its launch in November 2024. And we’re just getting started.

We’re building a generational company from Stockholm, with growing teams in London, Boston, New York, and San Francisco. Our team is small, talent-dense, and moving quickly, with a culture rooted in extreme ownership, high velocity, and low-ego collaboration. We look for people who care deeply, ship fast, and are eager to make a dent in the world.

Lovable is one of TIME’s 100 Most Influential Companies and has been recognized on the Forbes AI 50 and CNBC Disruptor 50, reflecting our momentum as one of Europe’s fastest-growing AI companies and one of the most ambitious places to build in this next era of software.

The Role

We're hiring a Head of Customer Experience to own the full spectrum of how customers succeed with Lovable, from their first interaction to enterprise adoption.

This is not a traditional support role. You'll own the function that sits at the intersection of Product, Engineering, and GTM and build feedback loops that make Lovable better. Everything you build should be agentic-first. We're not looking for someone who will staff up a classic support org — we want someone who will build this function around AI agents.

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.