Emergent builds autonomous coding agents that replace traditional software development by generating, testing, and deploying production applications directly from plain-language intent. Our systems run in production at global scale and are used to build millions of real applications.
Since public launch, Emergent has crossed $100M in ARR and grown to over 10M users across 190+ countries. We're backed by Khosla Ventures, SoftBank, Google, Lightspeed, Prosus, Together, and Y Combinator.
We're solving the hard part of AI-driven software creation: correctness, reliability, security, and scale in real production systems. The team is built by repeat founders, Olympiad medalists, IIT & IIM alumni, and leaders from Google, Amazon, and Dropbox.
We're hiring builders who want ownership, speed, and impact at global scale.
About the RoleAs the Escalations Manager, you will own Emergent's most critical customer issues from enterprise customer escalations and AI behavior concerns to billing disputes, product incidents, and executive complaints. You will act as the central point of coordination across Customer Success, Engineering, Product, Legal, Finance, and Leadership, ensuring timely resolution while protecting customer trust and the company's reputation.
Beyond resolving individual cases, you'll identify recurring patterns, lead structured Root Cause Analyses (RCAs), and drive long-term improvements across products, processes, and customer operations.
What You'll Do- Own and manage high-priority customer and executive escalations across multiple channels, including support tickets, enterprise accounts, and social media.
- Lead cross-functional resolution efforts involving Engineering, Product, Customer Success, Security, Finance, and Legal teams.
- Handle complex disputes involving billing, refunds, platform reliability, AI-generated outputs, and customer compensation with fairness and empathy.
- Conduct deep Root Cause Analyses (RCA) to uncover systemic issues and partner with internal teams to implement permanent fixes.
- Build and standardize escalation playbooks, investigation frameworks, SLAs, and communication templates.
- Monitor escalation trends and convert customer feedback into actionable product and operational improvements.
- Mitigate financial, legal, and reputational risks by ensuring escalations are resolved consistently and in line with company policies.
- Prepare executive-ready incident summaries and post-mortem reports with clear recommendations.
- 7–12 years of experience in Customer Escalations, Customer Advocacy, Trust & Safety, Customer Success, Operations, or Risk Management.
- Proven experience managing complex, high-risk customer disputes while balancing customer satisfaction with business objectives.
- Strong expertise in Root Cause Analysis (RCA), incident management, and cross-functional stakeholder coordination.
- Excellent written and verbal communication skills with the ability to engage customers and senior leadership during high-pressure situations.
- Demonstrated ability to turn recurring operational issues into scalable process improvements.
- Experience in SaaS, AI, enterprise software, fintech, or other fast-paced technology environments is preferred.
- Build a escalations playbook to reduce repeat escalations through systemic process & product improvements.
- Faster resolution times for high-severity customer issues.
- High customer satisfaction during critical incidents.
- Strong partnership across Product, Engineering, Customer Success, and Leadership.
- A scalable, data-driven escalation program that strengthens customer trust as Emergent continues to grow.
Let's build the future of software together!
Skills Required
- 3+ years experience in complex escalations, technical support, or operations making high-stakes decisions independently
- Proficiency with SQL for diagnosing and querying pipeline/log data
- Experience debugging workflows, analyzing logs, trajectories, and pipeline data
- Familiarity with how AI coding platforms operate and related technical systems
- Strong business judgment including metrics like unit economics, LTV, cohorts, and churn risk
- Experience building SOPs, operational processes, and scalable escalation prevention systems
- Excellent written and verbal communication with empathy and professionalism to manage users
- Bachelor's degree in Computer Science, Engineering, or related field
What We Do
Backed by Lightspeed, Y Combinator, Together Fund, and Prosus, Emergent is reimagining how software gets built. Our vision is to democratize development, enabling anyone with an idea to become a creator and making software accessible to a billion people worldwide. Our autonomous coding agents turn plain-language ideas into fully functional applications, tested, version-controlled, and deployable in minutes. What once took weeks now happens with a single click. Enterprises use Emergent to write, maintain, and test millions of lines of code autonomously, cutting development cycles from months to days. Headquartered in San Francisco, we’re led by repeat entrepreneurs with a proven track record of building successful startups, joined by a world-class team of Olympiad medalists, IIT & IIM alumni, and veterans from Google, Amazon, and Dropbox. Together, we’re building at the frontier of AI and systems engineering—shipping daily and setting new standards for AI-driven development. In just 90 days, we scaled to $15M ARR, making us one of the fastest-growing AI startups in the world, with users across 180+ countries. Join us in shaping the future of software development.
