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 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 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

• 7–12 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.

What Success Looks Like

• 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!