Head of Customer Experience

Responsibilities

• Own the CX function including ticketed support, async support, incident response, and onboarding
• Architect and build AI-powered agentic support infrastructure to scale coverage
• Create structured product feedback loops for Engineering and Product teams
• Build dedicated support motions and success touchpoints for enterprise customers
• Manage social support presence across Reddit, Discord, LinkedIn, and Twitter/X
• Drive key CX metrics including CSAT, resolution time, time-to-value, and NPS

Requirements

• 10+ years of professional experience
• 5+ years in a leadership role owning Customer Experience
• Proven experience building agentic/AI-native support systems
• Commercial accountability for NRR, churn, CSAT, or expansion targets
• Ability to work cross-functionally with Product, Engineering, and GTM teams
• Experience hiring and developing CX managers and individual contributors
• Technical depth to contribute to product direction and tooling

Preferred Qualifications

• Background in AI-native or developer tools companies
• Experience scaling PLG support at high-growth tech companies
• Experience contributing code or building internal CX infrastructure tooling

About the Company

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.