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 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

📌 Escalation Manager (Bengaluru)
🏢 Emergent Labs
📍 Bengaluru