Product Experience Captain, Americas
Leads the Boston PX hub, recruits and manages a student team from local universities like MIT and Harvard, handles US escalations, and ensures high-quality user experience matching European standards. Requires 3+ years customer-facing experience and deep Boston tech ecosystem ties.
About the job
What you'll do
- Lead the Boston hub: Set the culture, manage day-to-day quality, and grow a team that delivers world-class PX across US time zones
- Build the campus pipeline: Forge active relationships with MIT, Harvard, and other Boston-area universities to recruit part-time and full-time talent into the PX team
- Build and manage a team of part-time student PX specialists: Including scheduling, onboarding, quality coaching, and performance management
- Own US escalations: You are the escalation point for complex user issues during Americas hours. You understand the product well enough to triage technical problems, collaborate with engineering when needed, and close the loop with the customer
- Be the voice of the user: Capture high-signal feedback from customers and make sure it reaches product and engineering
- Collaborate globally: Work hand-in-hand with the Stockholm PX team and engineering to ensure consistent quality and shared learnings across hubs
What we're looking for
- Customer-obsessed: 3+ years in B2C/B2B support or a customer/client-facing role. You know what great user experience 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. People know you and you know people
- Operationally rigorous: You build systems, not just teams. You default to process, schedules, and metrics. You've run something where the quality of the output depended on your ability to keep a complex operation running smoothly
- Product & technical fluency: You understand how products work and can engage confidently with product and engineering on complex user issues. You don't need to be an engineer, but you're not intimidated by technical conversations and you get up to speed on products quickly
- Sharp communicator: Warm, clear, and precise — whether coaching a new hire, running a feedback session, or representing Lovable at a campus event
- Bonus: Experience with campus recruiting or managing student/intern programs
Skills
Customer Support, Campus Recruiting, Team Management, Escalation Handling, Product Feedback, Technical Triage, Performance Management, Onboarding, Scheduling, Metrics Tracking
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