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.

• →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 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

• 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