Product Experience Team Lead

What We're Looking For

• Customer-obsessed: You have 3+ years in B2C or B2B support or a customer-facing role. You know what great looks like and you hold the bar high.
• Boston native: You have deep roots in the Boston tech and university ecosystem, whether through school (MIT, Harvard, or similar), work, or community.
• Operationally rigorous: You build systems, not just teams. You default to process, schedules, and metrics. You have run something where quality depended on your ability to keep a complex operation running smoothly.
• Product & technical fluency: You understand how products work and can engage confidently with engineering on complex user issues. You do not need to be an engineer, but you are technically curious, pick up new concepts fast, and can hold your own in conversations.
• Crystal-clear communicator: Warm, precise, and direct, whether coaching a new hire, running a feedback session, or representing Lovable at a campus event.

What You'll Do

• Lead the Boston hub: Set the culture, hire and develop a team of specialists, and own day-to-day quality across onboarding, coaching, and performance to ensure world-class support across US time zones.
• Build the campus pipeline: Forge active relationships with MIT, Harvard, and other Boston-area universities to recruit great talent.
• Own US escalations: You are the escalation point for complex user issues during America's hours. You triage technical problems, collaborate with engineering when needed, and always close the loop with the user.
• Be the voice of the user: Capture high-signal feedback from the front lines and make sure it reaches product and engineering to drive change.
• Collaborate globally: Work closely with the Stockholm product experience team to ensure consistent quality, shared processes, and learnings that flow both ways.

What Success Looks Like

• The Boston hub has a strong culture, a growing team, and measurable improvements in response quality during US hours within your first 6 months.
• You've built a repeatable campus pipeline that produces a steady flow of qualified candidates.
• Boston, Stockholm, and our users operate as one seamless experience, and you have built the bridges that make it possible.