Product Experience Team Lead

Job description

TL;DR We're standing up the product experience function in our Boston office and we need a founding team lead to make it real. You will be on the front lines of a fast-growing product, shaping the way the world builds software from Lovable's first Americas hub. You will recruit and grow a local team, build our campus talent pipeline, and be the escalation point that ensures every user in the Americas gets the same quality experience our European team delivers today. This role is for someone who is deeply embedded in the Boston ecosystem, user- and product-obsessed, and has the ownership mindset to build something from scratch. Why Lovable? Lovable is the software creation platform that gives people the power to act on the problems closest to them. For decades, turning an idea into software required so much capital, technical fluency, and time that many ideas never came to life. Lovable is the counterargument: a platform for all people with ideas, ambition, and problems worth solving. From solopreneurs to small business owners to teams at companies like Adidas and Zendesk, people have built over 60 million projects on Lovable since its launch in November 2024. And we’re just getting started. We’re building a generational company from Stockholm, with growing teams in London, Boston, New York, and San Francisco. Our team is small, talent-dense, and moving quickly, with a culture rooted in extreme ownership, high velocity, and low-ego collaboration. We look for people who care deeply, ship fast, and are eager to make a dent in the world. Lovable is one of TIME’s 100 Most Influential Companies and has been recognized on the Forbes AI 50 and CNBC Disruptor 50, reflecting our momentum as one of Europe’s fastest-growing AI companies and one of the most ambitious places to build in this next era of software. 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 Expert: You have deep roots in the Boston tech and university ecosystem, whether through school (MIT, Harvard, or similar), work, or community. You have a network you can tap into from day one. - 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. - Bonus: Experience with campus recruiting or managing student and intern programs 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 - User satisfaction is on par with, or better than, our Stockholm baseline. - Boston, Stockholm, and our users operate as one seamless experience, and you have built the bridges that make it possible. About your application We welcome candidates from all backgrounds. What matters to us is mindset, drive, and curiosity. Please apply through our application system in English as it is our company language.