Head of Customer Experience

Lovable; Stockholms kommun; Sur place; SEK 1 100 000 - 1 700 000; Plein temps

Résumé du poste

Lovable is looking for a Head of Customer Experience to own how customers succeed end-to-end, from first contact to enterprise adoption. This role merges Product, Engineering, and GTM to build an agentic-first CX function powered by AI.

You will shape ticketed and async support, architect scalable AI workflows, and create enterprise CX motions for strategic customers while translating feedback into actionable product improvements.

Qualifications

• 10+ years of experience, with at least 5 in a leadership role owning Customer Experience.
• AI-native operator—actively building agentic support systems today.
• Commercially accountable—owned NRR, churn, CSAT, or expansion targets with measurable results.
• Cross-functional fluency at the intersection of Product, Engineering, and GTM.
• Proven people leader—hired, developed and retained CX managers and ICs across time zones.
• Technical depth—comfortable in an engineering org and able to contribute to tooling.

Responsabilités

• CX function — own ticketed support, async support, incident response, and onboarding.
• Agentic support infrastructure — architect and build AI-powered systems that resolve issues and scale coverage without 1:1 headcount.
• The product feedback loop — turn customer signals 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.

Connaissances

Leadership

CX management

AI-native approach

Cross-functional collaboration

Data-driven decision making

Communication

Description du poste

Overview

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.

Why Lovable?

Lovable lets anyone and everyone build software with any language. From solopreneurs to Fortune 100 teams, millions of people use Lovable to transform raw ideas into real products - fast. We are at the forefront of a foundational shift in software creation, which means you have an unprecedented opportunity to change the way the digital world works. Lovable-built applications and websites are visited hundreds of millions of times a month, and our enterprise footprint is compounding fast. And we're just getting started.

We're a small, talent-dense team building a generation-defining company from Stockholm. We value extreme ownership, high velocity, and low-ego collaboration. We seek out people who care deeply, ship fast, and are eager to make a dent in the world.

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.

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.