Head of Customer Experience (Stockholm - relo provided)

About 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.

Responsibilities

• 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.
• 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.

Qualifications

• 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.