Escalation Manager

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 our public launch, we've crossed $130M in Annualised Revenue and grown to over 10M users across 190+ countries , who have built 12M+ applications on Emergent. We're backed by Creaegis, Khosla Ventures, SoftBank, Lightspeed, Together, Y Combinator, Google, Claypond and Sentinel Global.

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.

• The Role:
• As 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

What We're Looking For:

7 to 12 years of experience in Customer Escalations, Customer Advocacy, Trust and 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

What Success Looks Like:

Build an escalations playbook to reduce repeat escalations through systemic process and 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

Benefits and Perks:

Daily Meals: Lunch and Dinner provided

Family Insurance: 5 Lakhs worth of coverage for you and your family

Unlimited Paid Time Off: Take the time you need to recharge and come back refreshed

Flexible Working Hours: Work arrangements that fit your life and commitments

Let's build the future of software together.