Head of Customer Experience
Leads Lovable’s end-to-end Customer Experience function, combining enterprise success, support operations, social support, and agentic AI infrastructure. The role requires 10+ years of experience, CX leadership, commercial accountability, technical depth, and strong cross-functional collaboration.
About the job
Responsibilities
- Own the full Customer Experience function, including ticketed support, async support, incident response, and onboarding.
- Build an agentic-first CX function at the intersection of Product, Engineering, and GTM.
- Architect and build AI-powered support systems that resolve issues, surface product signals, and scale coverage without proportional headcount growth.
- Turn customer feedback into structured input for Engineering and Product.
- Build dedicated support motions, office hours, and success touchpoints for enterprise customers.
- Own customer support presence and responses across Reddit, Discord, LinkedIn, and Twitter/X.
- Own and improve CSAT, resolution time, time-to-value, and NPS.
Requirements
- 10+ years of experience, including at least 5 years in a leadership role owning Customer Experience.
- Experience building agentic support systems.
- Commercial accountability for NRR, churn, CSAT, or expansion targets, with specific results.
- Cross-functional fluency across Product, Engineering, and GTM.
- Experience hiring, developing, and retaining CX managers and individual contributors across multiple time zones.
- Technical depth and comfort working within an engineering organization, contributing to product direction, and building tooling.
Nice-to-haves
- Background at an AI-native or developer tools company.
- Experience scaling product-led growth support at high-growth technology companies.
- Experience contributing code or building internal tooling for support or CX infrastructure.
Skills
AI Agents, Customer Experience, Customer Support, Incident Response, Onboarding, Product-Led Growth, Nrr, Csat, Nps, Engineering, Product Management, Internal Tooling, Reddit, Discord, LinkedIn
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