Job description

TL;DR We're growing the PX function in our Boston office and we're looking for a Team Lead to take it forward. You'll lead and develop a team of full-time PX specialists and part-time student specialists, build the AI-powered systems that let support scale faster than headcount, and be the escalation point that makes sure every user in the Americas gets the same experience our Stockholm team delivers. This role is for someone who gets energy from developing people and building the systems that let a team scale well. Why Lovable? 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. We are at the forefront of a foundational shift in software creation, which means you have an unprecedented opportunity to change the way the digital world works. Over 2 million people in 200+ countries already use Lovable to launch businesses, automate work, and bring their ideas to life. And we're just getting started. We're a small, talent-dense team building a generation-defining company from Stockholm. We value extreme ownership, high velocity and low-ego collaboration. We seek out people who care deeply, ship fast, and are eager to make a dent in the world. What we're looking for - Customer-obsessed: 3+ years in B2C/B2B support or a customer-facing role. You know what great user experience looks like and you hold the bar high. - A people developer: You've led or coached a team and you can point to people who got measurably better because of you. You give direct feedback, you run useful 1:1s, and you know the difference between managing output and growing someone's capability. - 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, you've used AI tools to actually change how work gets done (not just experimented), 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 aligning with Stockholm on a tricky escalation. - Based in Boston or willing to relocate — this is an in-office role. What you'll do - Lead the Boston PX team: Set the culture, own day-to-day quality, and grow a team that delivers world-class PX across US time zones. - Develop your people: Onboard, coach, and performance-manage a mixed team of full-time PX specialists and part-time student specialists. Build the career paths that make PX a place people grow, not pass through. - Build agentic support infrastructure: Help improve existing and build new AI-powered systems that resolve issues, surface product signals, and scale coverage without scaling headcount 1:1. - Scale the operation: Own staffing, scheduling, and coverage as the team grows, and build the quality systems — QA, playbooks, enablement — that keep the bar high as headcount increases. - Own US escalations: Be the escalation point for complex user issues during Americas hours. 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. - Keep the student pipeline flowing: Maintain relationships with Boston-area universities to bring part-time talent into the team. - Collaborate globally: Work hand-in-hand with the Stockholm PX team and engineering to ensure consistent quality and shared learnings across hubs. What success looks like - The team is growing without quality slipping — response quality and user satisfaction in US hours are on par with or better than our Stockholm baseline. - A meaningful share of volume is resolved by AI-powered systems you helped build, and the team's capacity grows faster than its headcount. - Your team members are visibly getting better: ramp time is shortening, and people are taking on scope beyond what they were hired for. - The operation runs on systems rather than heroics — coverage, QA, and onboarding work whether or not you're in the room. - You're seen as the connective tissue between Boston, Stockholm, and our users. About your application Please submit your application in English. It's our company language so you'll be speaking lots of it if you join. We treat all candidates equally — if you're interested please apply through our careers portal.

Requirements

Must-haves

Why Lovable?
Customer-obsessed: 3+ years in B2C/B2B support or a customer-facing role. You know what great user experience looks like and you hold the bar high.
Sharp communicator: Warm, clear, and precise — whether coaching a new hire, running a feedback session, or aligning with Stockholm on a tricky escalation.
Based in Boston or willing to relocate — this is an in-office role.
Lead the Boston PX team: Set the culture, own day-to-day quality, and grow a team that delivers world-class PX across US time zones.
Develop your people: Onboard, coach, and performance-manage a mixed team of full-time PX specialists and part-time student specialists. Build the career paths that make PX a place people grow, not pass through.
Build agentic support infrastructure: Help improve existing and build new AI-powered systems that resolve issues, surface product signals, and scale coverage without scaling headcount 1:1.
Scale the operation: Own staffing, scheduling, and coverage as the team grows, and build the quality systems — QA, playbooks, enablement — that keep the bar high as headcount increases.
Own US escalations: Be the escalation point for complex user issues during Americas hours. 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.
Keep the student pipeline flowing: Maintain relationships with Boston-area universities to bring part-time talent into the team.
Collaborate globally: Work hand-in-hand with the Stockholm PX team and engineering to ensure consistent quality and shared learnings across hubs.
What success looks like
The team is growing without quality slipping — response quality and user satisfaction in US hours are on par with or better than our Stockholm baseline.
A meaningful share of volume is resolved by AI-powered systems you helped build, and the team's capacity grows faster than its headcount.
Your team members are visibly getting better: ramp time is shortening, and people are taking on scope beyond what they were hired for.
The operation runs on systems rather than heroics — coverage, QA, and onboarding work whether or not you're in the room.
You're seen as the connective tissue between Boston, Stockholm, and our users.

Nice-to-haves

None flagged.

Application prep

Use the role’s language and application details while tailoring your materials.

Keywords to mirror

Platform: ashby
Effort: quick