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 p

📌 Escalation Manager (Bengaluru)
🏢 Emergent Labs
📍 Bengaluru