Product Experience Team Lead

Skills

About the Role

You will establish and lead Lovable’s Boston product experience hub. You will hire, coach, and develop specialists while maintaining day-to-day support quality across US time zones. You will build relationships with Boston-area universities to create a repeatable talent pipeline, handle complex user escalations, coordinate technical issues with engineering, and ensure users receive clear resolutions. You will capture high-signal user feedback and share it with product and engineering. You will also align processes and quality standards with the Stockholm product experience team.

Requirements

• Have 3+ years of experience in B2C or B2B support or another customer-facing role
• Have deep roots in the Boston tech and university ecosystem
• Build operational systems using processes, schedules, and metrics
• Have experience running a complex operation where quality depends on smooth execution
• Understand products and communicate confidently with engineering about complex user issues
• Communicate clearly when coaching, facilitating feedback, and representing the company at campus events

Responsibilities

• Lead the Boston product experience hub and set its culture
• Hire, coach, and develop a team of specialists
• Own onboarding, performance, and day-to-day support quality across US time zones
• Build relationships with MIT, Harvard, and other Boston-area universities to recruit talent
• Handle and triage complex user escalations during Americas hours
• Collaborate with engineering on technical user issues and close the loop with users
• Capture user feedback and share it with product and engineering
• Coordinate with the Stockholm product experience team on quality, processes, and learnings